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Workforce Planning Specialist

1 week ago

Quezon City, National Capital Region, Philippines Global Payments Full time
About the Role

The Reporting and Analytics Expert will oversee the administration of the call center phone system and address all unplanned changes/adjustments to scheduling and call volumes.

Main Responsibilities
  • Drive service levels through the adjustment of staffing to assure service levels.
  • Assist management by managing the day-to-day operations by monitoring adherence to schedules, service levels and incoming call volumes.
  • Mentor and provide training to less experienced Workforce Planning Support Specialists in their respective job requirements.

You will create, review, and present to management reporting that may include dashboard reporting, scorecards, and presentations of call center statistics.