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Workforce Management Specialist | Team Lead Level | Fort BGC
Aces Call Center Jobs Inc.
- Mandaluyong, PhilippinesPhilippines, Metro Manila, MandaluyongMandaluyongMetro ManilaPhilippinesPhilippines
- Penuh waktuFULL_TIME
Lowongan dipasang 14 days ago dan batas waktu lamaran adalah 4 Oct
Rekruter terakhir aktif 21 hours ago
2024-08-24T12:55:52.429682+00:002024-10-04T16:00:00+00:00Deskripsi Pekerjaan
• Performs Workforce Management support functions for Operations. Determine appropriate staffing levels needed to meet goals.
• Analyze the impact of volume, AHT and shrinkage on the budget staffing requirement
• Manage operational forecast variance to plan
• Report staffing needs and performance issues impacting service levels on a timely manner, and recommend solutions to close gaps
• Create volume forecast and handle time forecast for interval, daily and weekly
• Able to use Workforce Management tools and create excel templates to support deployment of new deals
• Responsible for managing an interval, daily and weekly staffing plan to ensure that the center is appropriately staffed
• Administer shift bids across multiple sites and clients/lines of business
• Develop and adjust employee schedules and rotations to meet the work volume demand on each day
• Able to use Workforce Management tools and create Excel templates to support deployment of new deals
Kualifikasi Minimum
- College graduate or Associate degree graduate (preferably IT course)
- 5 to 7 years experience handling and overseeing workforce management of which 3 years are in SME or team lead capacity
- Knowledgeable in budgeting, forecasting and costing
- Demonstrated expertise in Contact Center Workforce Management and Reporting analytics
- Ability to work independently, multi-task and meet deadlines.
- Highly proficient in using MS Excel
- Must be able to work with all levels of the organization in capturing, managing and communicating metrics
- Must have excellent English communication skills
Fasilitas dan Tunjangan
Medical / Health Insurance
Paid Sick Leave
Paid Vacation Leave
Performance Bonus
Paid Bereavement/Family Leave
Recruitment / Signing Bonus
Paid Holidays
Flexitime
Maternity & Paternity Leave
Ringkasan Perkerjaan
- Tingkat Posisi
- Supervisor / Asisten Manager
- Spesialisasi
- Customer Service
- Persyaratan tingkat pendidikan
- Lulus program Sarjana (S1)
- Respon rekruter ke lamaran
- Always
- Alamat Kantor
- Mandaluyong, National Capital Region, Philippines
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