Workforce Optimization Specialist

3 weeks ago


Manila, National Capital Region, Philippines Neksjob Full time
Job Description

The Workforce Management team at Neksjob is seeking a skilled Workforce Optimization Specialist to join our team. As a key member of the team, you will be responsible for providing input to the WFM team in terms of conceptualizing intraday reports that drive efficiency to the team and also help in Operations performance.



Key Responsibilities

  • Acts as 1st level of escalation of Intraday Analysts in terms of misses in SL or challenges with Operations in executing real time action plans.
  • Functions as 1st level of escalation in terms of reporting inquiries or troubleshooting of reports.
  • Provide trainings and conduct knowledge transfer sessions to other WFM members especially new members on WFM tools and function as go-to person when there are inquiries arise from RTAs and Operations.
  • Primarily responsible to generate performance reports and provide input and recommendation on reporting, and analysis based on performance trends.
  • Required to follow the planned data collection, including the types of data and time of data.
  • Automate reports to reduce inefficiencies by designing macros.


Requirements/ Qualifications

We are open to College Undergraduates with relevant experience (BPO or Non-BPO) and 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) is also required.



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