Workforce Operations Specialist

1 month ago


Pasay, National Capital Region, Philippines TASQ Staffing Solutions Full time

**Job Overview**

We are seeking a highly skilled Workforce Operations Specialist to join our team at TASQ Staffing Solutions.

As a Workforce Operations Specialist, you will be responsible for performing volume and performance analysis and proactively communicating possible impacts to the business.

You will support management with all necessary reports and planning models to facilitate the process of decision making.

Your primary objective will be to monitor actual activities and compare them to plans, making recommendations for immediate changes when necessary.

To achieve this, you will staff the appropriate number of agents at the proper time based on recent/historical capacity drivers.

Additionally, you will ensure that pre-planned activities are being scheduled in advance and communicated effectively.

You will also adjust schedules accordingly based on actual scenarios and provide overtime requirements/voluntary time off to ensure efficient and effective staffing.

Finally, you will ensure adherence to schedules and raise alerts in a timely manner in case of deviations.

**Key Responsibilities:**

  • Perform volume and performance analysis to identify potential impacts on the business.
  • Develop and maintain reports and planning models to support management decisions.
  • Monitor actual activities against plans and make recommendations for adjustments as needed.
  • Staff agents according to capacity drivers and schedule pre-planned activities in advance.
  • Adjust schedules based on actual scenarios and provide overtime or voluntary time off as necessary.
  • Maintain adherence to schedules and alert management to any deviations.

**Requirements and Qualifications:

To succeed in this role, you must possess:

  • A Bachelor's degree in a relevant field.
  • At least 1 year of experience in Workforce Management.
  • Excellent skills in scheduling and real-time time management.
  • Detail-oriented with the ability to deliver project results with minimal supervision.
  • Strong written, verbal, and email communication skills.
  • Flexibility to work in shift schedules.

**Technical Skills:

You should be proficient in Microsoft Excel and have good knowledge of Workforce Management systems such as eWFM, Blue Pumpkin/Impact 360, IEX, etc.

**Salary:** $65,000 - $85,000 per annum, depending on location and experience.



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