Capacity Development Specialist

24 hours ago


Taguig, National Capital Region, Philippines Nityo Infotech Services Philippines Full time

Capacity Development Specialist

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Join our team of experts as we drive business growth through strategic capacity development. We are seeking a skilled Capacity Development Specialist to work closely with our stakeholders to identify areas of improvement and develop actionable recommendations.

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Key Responsibilities:

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  • Compile, analyze, review, forecast, and trend complex data to inform business decisions">
  • Present insightful analysis and interpretation for operational and business review and planning">
  • Support short and long-term operational / strategic business activities through analytical expertise">
  • Develop recommended business solutions through research and analysis of data and business processes, implementing when appropriate">
  • Support ad hoc operational/strategic business activities through analysis and reporting">
  • Review and report on key operational metrics, including volume, average handle time, shrinkage, occupancy, utilization, attrition, and SLA/turnaround time">
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Required Qualifications:

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Candidates should have 4+ years of Workforce Management (WFM) experience supporting Call Centers or Back Office (investigation/transactional) operations, as well as 3+ years of senior or executive level communication and/or presentation experience delivering detailed analyses and/or sound business cases or recommendations.

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Candidates should also have 3+ years of experience with long-range planning, financial modeling, and complex data analysis of all contact center/back-office service area metrics, as well as 3+ years of experience identifying sources of data, consuming and rationalizing the data, defining key production indicators, and report building.

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Experience handling complex operations and financial issues that may have division- or company-wide scope is also essential.

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Candidates should be proficient in Workforce Management (WFM) software, including NICE, Aspect, Verint, and possess intermediate to advanced-level proficiency with PC-based software programs and automated database management systems (Excel and PowerPoint).

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Proven solid analytical and critical thinking skills to identify trends and influence business decisions are crucial, along with excellent oral and written communication skills.

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Preferred Qualification:

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Experience in the Healthcare industry is desirable.

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Additional Details:

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This role involves setup, with a RTO period of 3-6 months, and a Night Shift schedule from 9pm onwards. The office location is QC, Taguig, Muntinlupa, Makati.



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