Workforce Management Specialist

19 hours ago

Quezon City, Philippines Risewave Consulting, Inc. Full time

Overview

Senior Account and Recruitment Executive | End-to-End Recruitment | Account Management | Executive Search | Technology Hiring | Looking for IT and…

Qualifications:

  • Must be willing to work onsite in Eastwood
  • 2-3 years’ experience in a Customer Service environment in WFM
  • Amenable to work nightshift
  • Experience in Real-time Analyst and Reporting tasks
  • Proficient in MS Office (particularly in MS Excel, Report automation using Power Query, PowerPivot, Data Modeling) and Google Suite
  • High proficiency in verbal and written English

Job Description:

  • 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 (SLs) 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 (SLA) risks
  • Take mitigation steps to ensure SLs 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
Seniority level
  • Associate
Employment type
  • Full-time
Job function
  • Analyst
  • Industries: Business Consulting and Services

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