Workforce Management Specialist

14 hours ago

Parañaque, Philippines HawodTech Solutions Full time

The Workforce Management Specialist is an individual contributor role that generates forecasts and schedules while performing analytics on results. This is a job that requires a strong aptitude in mathematics and the ability to break down complex analytics into understandable and relatable terms to a wide variety of people. Through data preparation, tracking, and analysis, this position provides guidance and direction on workforce strategies to enhance performance and productivity.

Responsibilities
  • Maintain accurate Forecast, Attendance Overview (Absenteeism) and Monitor Schedule Adherence
  • Manage the implementation of new programs from a Forecast, Capacity Planning, and Scheduling perspective
  • Work with the leadership team for potential schedule changes and prepare capacity planning
  • Prepare Reports and predict impact on KPIs
  • Analyze trends and gather input to accurate forecasting
  • Recognize and recommend operational improvements
Qualifications
  • Graduate of any IT related course or has at least completed 3 years undergraduate course but, with extensive relevant experience.
  • Must have strong Statistical and Analytical background
  • Highly skilled in MS Excel
  • Experience from a Global call center/Service Desk WFM function is a must
  • Experience with PowerBI
  • Knowledge and/or experience with Calabrio One WFM Suite, preferably but not required
  • Strong communication skills and can collaborate with any level in the organization
  • Attention to detail and in-depth planning, organizational, and time management skills
  • Comfortable in learning new applications quickly with minimal direction
  • 2-3 years equivalent experience
Required Skills
  • Analysis
  • Analytics
  • Forecasting
  • MS Excel
  • Mathematics
  • Time Management
  • Scheduling
  • Education
  • Preparation
  • Leadership
  • Planning
  • Communication
  • Management
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