Capacity Development Specialist
24 hours ago
Capacity Development Specialist
">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.
">Key Responsibilities:
">- ">
- 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">
Required Qualifications:
">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.
">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.
">Experience handling complex operations and financial issues that may have division- or company-wide scope is also essential.
">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).
">Proven solid analytical and critical thinking skills to identify trends and influence business decisions are crucial, along with excellent oral and written communication skills.
">Preferred Qualification:
">Experience in the Healthcare industry is desirable.
">Additional Details:
">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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