Workforce Optimization Specialist

23 hours ago

Mandaluyong City, National Capital Region, Philippines beBeeWorkforce Full time $45,000 - $65,000

We are seeking a skilled Workforce Optimization Specialist to join our team.

Job Description

This role provides strategic leadership in workforce management areas, including forecasting, scheduling, and analysis. The goal is to maximize workflow while minimizing client dissatisfaction.

The successful candidate will be responsible for maintaining accurate forecasts, capacity plans, and schedule plans. They will generate timely and precise forecasts, capacity plans, and schedules.

Key responsibilities include offering strategic recommendations to improve productivity while balancing service levels. The ideal candidate will provide consultation on staffing and volumes utilizing staffing models.

They will develop processes for shift types, vacations, and other schedule exceptions strategies. Recommendations for roles and responsibilities with Operations will be made to meet client and internal measures and expectations.

Coordination with departments to identify hiring strategies and required tour groups will be essential.

The successful candidate will manage new program implementation from a Forecast, Capacity Planning, and Scheduling perspective.

They will support an environment that encourages co-workers to exceed customers' expectations.

Up-to-date reference materials will be maintained, and daily and weekly meetings will be facilitated.

Requirements
  • 2+ years previous Contact Center WFM experience.
  • High proficiency with computers and excellent knowledge of word processing, spreadsheets, and database systems.
  • Experience with WFM Tools; IEX, eWFM, CMS, Avaya, Geotel, etc.
  • Broad knowledge of inbound contact center environment.
  • Exceptional verbal and written communication skills.
  • The ability to multi-task in a professional and courteous manner.
  • Superb Listening, probing, negotiation, and de-escalation skills needed.
  • Must have analytical and troubleshooting expertise.
  • Ability to provide on-call support and work flexible schedules.
  • Must be able to work various shifts, including holidays in a 24x7 operating environment.

We are an equal opportunity and affirmative action employer. We consider all qualified applicants without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, age, disability, veteran status, or any other protected factors under federal, state, or local law.

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