Workforce Management Specialist

4 weeks ago

Iloilo City, Western Visayas, Philippines FTO Full time
Overview

Assist in overseeing the daily performance of the Forecast and Scheduling.

Responsibilities
  • 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.
Qualifications
  • 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.

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