Workforce Management Specialist

2 weeks ago

Iloilo City, Philippines FTO Full time

Assist in overseeing the daily performance of the Forecast and Scheduling. Tracks Team Attendance Timekeeping Record. Handles the documentation related to company policy deviation on schedule adherence. Conducts performance appraisals on Schedule analysts periodically. Alerts Operations on any potential or real risk to the production team with regards to achieving service goals. Responsible for forecasting the long-term and short-term headcount and seat requirements for budget planning and service level coverage. Responsible for creating detailed volume forecasts using Workforce Planning, Forecasting and Scheduling software. Completes all monthly, weekly and daily forecasts with updated metrics and data. Monitors daily performance of forecast against actual metrics within the center and applies changes to future plans. Provides all forecasts in advance for review by Workforce Manager. Plans for future staffing needs based on call pattern trend analysis and key developments that affect staffing levels. Plans, directs, supervises and evaluates forecasting and scheduling workflow. Assists in the implementation of a Workforce Management System within the organization to enable effective management of shifts and work patterns. Maintains frequent contact with other departments like Training and QA to address training and coaching requirements of agents, assuring Service Goals are still met. Responsible for efficient scheduling 365 days of the year. Ensures confidentiality, integrity and availability of information critical to fulfilling the organizations business functions. Requirements Must have a minimum of 1 year BPO experience Must have a great understanding with usage of Excel or Google Sheets Excellent verbal and written communication skills Must be willing to work on a flexible schedule including Weekends and/or holidays. #J-18808-Ljbffr

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