Senior Workforce Management Specialist

4 weeks ago

Metro Manila Philippines Teknowiz Full time

Urgently hiring for one of our direct clients in the Philippines. Job Title: Senior Executive- Workforce Management (RTA/Reporting) Work Mode: Onsite, Night Shift Job Responsibilities: Sending of interval / hourly reports like Attendance Report, Intraday Performance Report, Productivity Report, etc. Responsible for the monitoring of all issues that may impact service levels (SL’s) and take the appropriate to resolve or reduce these impacts. Perform oversight responsibilities as required to ensure all SLA’s are met. Evaluate events surrounding schedule adherence and operational situations which may impact productivity such as absenteeism or system outages. In this role you will be required to solve problems as they may arise with real time intervention. Include but not limited to Real-time monitoring and reporting of schedule deviations like breaks, absenteeism, late login, early login and any non-schedule adherence Work on real-time requests related to schedule changes, off phone activities and profile changes Communicate daily reports to leadership teams (WFM and Operations) on Service Level (SL) performance Initiate escalation process for system outages and Service Level Agreements risk Take mitigation steps to ensure SL’s are met Be the primary interface between WFM and site operations while strengthening a positive partnership Other tasks that may be assigned to him/her by WFM Supervisor Required: 1-Must be willing to work onsite in Eastwood 2- 2-3 years’ experience in a Customer Service environment in WFM 4- Amenable to work nightshift 5- Experience in Real-time Analyst and Reporting tasks 6- Proficient in MS Office (particularly in MS Excel, Report automation using Power Query, Power Pivot, Data Modeling) and Google Suite 7- High proficiency in verbal and written English Seniority level: Mid-Senior level Employment type: Full-time Job function: Project Management and Information Technology #J-18808-Ljbffr

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