Workforce Management Specialist
4 weeks ago
Job Summary:
As a Workforce Management Specialist at TASQ Staffing Solutions, you will be responsible for providing critical support to our Intraday Analysts in terms of misses in Service Level (SL) or challenges with Operations in executing real-time action plans.
You will function as the first point of escalation for reporting inquiries or troubleshooting of reports, providing valuable input to our WFM team in conceptualizing intraday reports that drive efficiency to the team and help in Operations performance.
Key Responsibilities:
- Escalate misses in SL or challenges with Operations in executing real-time action plans
- Provide input to WFM team in conceptualizing intraday reports
- Function as first point of escalation for reporting inquiries or troubleshooting of reports
- Provide trainings and conduct knowledge transfer sessions to other WFM members
- Generate performance reports and provide input and recommendation on reporting and analysis based on performance trends
- Automate reports to reduce inefficiencies by designing macros
Requirements:
- College Undergraduate with relevant experience (BPO or Non-BPO)
- At least 6 months to 1 year RTA experience; other WFM experience is a plus but not required
- Good knowledge in MS Office (Word, Excel, PowerPoint)
- No specific tool requirement; good to have if with experience in WFM Tools (ex. eWFM, IEX, CMS Avaya, Blue Pumpkin, Aspect)
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