Process Specialist, WF-COE

Process Specialist, WF-COE page is loaded## Process Specialist, WF-COElocations: Alabang, Muntinlupa Citytime type: Full timeposted on: Posted Todayjob requisition id: R Alabang (96050), Philippines, Muntinlupa City, National Capital Region (Manila)Process Specialist, WF-COE****Summary:***** WF Center of Excellence (WF-COE) is part of the Workforce Management Team that provides scheduling and consultative support for both customer facing and non customer facing associates.* The WF COE works with Workforce Management counterparts outside of C1PH, C1PH LOB Operations and Functional Teams in planning of associate activities and in scheduling and absence management solutions.****General Responsibilities****:***** ****Process Management**** + Partners with supported LOB Operations leaders and WF Short Term Planners (STP) of Cards, Retail and other partner LOBs onshore in ensuring staffing requirements are met + Conducts regular reviews of pre-planned off-phone activities, LOB schedule containers, PTO Budget, and supports the execution of agent mobility + Ensures all off-phone requests are coordinated with, and approved by WF planners, and that processing lead time of the concerned groups (ie. Planning, Reporting, Scheduling execution) are followed + Acts as consultant for any WF scheduling needs that has impact to staffing + Ensures readiness of agent’s shift schedules in scheduling tool + Attends staffing meetings with the LOB POC and STP* ****Audit and Process Improvement**** + Supports the implementation of various site wide initiatives, associate’s schedule flexibility options through flawless execution of WF deliverables + Inspect and identify breakdown in process, files and/or database and recommend solutions and potential enhancements to Sr Process Specialist and Operations/Horizontal/Functional stakeholders. + Advances self and team knowledge of access and/or workforce management tools, software, and databases by keeping abreast on new enhancements, and up-skilling through training opportunities* ****Administrative Responsibilities**** + Monitors and/or operate access and/or workforce management applications to ensure call center operations’ service levels are maintained + Creates and maintains required process documentation* May be assigned / rotated to other related sub-functions including but not limited to sub-functions within Operations* Other job-related duties that may be assigned from time to time****Basic Qualifications:***** Educational Background: At least College level or equivalent work experience* 1.5 years of relevant working experience in a call center environment* Strong planning and organizing skills, collaborating and monitoring information skills* Strong analytical skills for forecasting and scheduling data* Results orientation with a bias for action, versatility, and adaptability****Preferred Qualifications:***** Knowledge of Call Center Operations, basics of Workforce Management and Workforce Tools* 1.5 years experience in a call center workforce environment, preferably with forecasting and scheduling experience* Proficiency in Google Suite or Microsoft Office with strong Google Sheets/MS Excel skills* At least 1 year of experience in a software development, testing, and/or automation role* At least 1 year developing web-based solutions using HTML, CSS3, JavaScript, .NET, or SQLNo agencies please. 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