Workforce Specialist

4 weeks ago

Iloilo City, Philippines Fair Trade Outsourcing Full time

Specific Duties and Responsibilities

The following are the specific duties and responsibilities of the Workforce Specialist.

  • Provide real-time monitoring and workforce management techniques to make intra-day adjustments in an effort to maximize resource efficiency and achieve service level goals / business objectives.
  • Perform continual analysis of current performance (noting recent historical trends) and conduct real-time re-forecasting to make necessary adjustments in staffing plans and coordinate with Operations teams to achieve service level goals / business objectives for operation
  • Maintain constant communication with Operations and leadership teams to coordinate needed staffing adjustments based on current and forecasted results.
  • Produces call volume forecasts on a daily, weekly, monthly and annual basis
  • Generates and evaluates staffing schedules and ensures data updates into scheduling system. Generates short and long-term staffing models and provides recommendations based on analysis.
  • Compares results to forecast and identify opportunities for improvement.
  • Provide daily/intra-day performance reports to leadership.

REQUIREMENTS:

  • Prior BPO experience to have good understanding of the industry's operation
  • Workforce Management experience
  • Must have a great understanding of the usage of Excel or Google Sheets
  • Excellent communicator, both oral and written
  • Strong attention to detail and accuracy
  • Must be willing to work on a flexible schedule including Weekends and/or holidays.
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