Workforce Optimization Specialist

5 days ago

Quezon City, National Capital Region, Philippines beBeeWorkforce Full time
Workforce Optimization Specialist

Job Summary:

We are seeking a highly skilled Workforce Optimization Specialist to join our team. As a key member of our workforce management team, you will be responsible for analyzing information databases, historical data, and real-time information to create recommendations to improve daily objectives within the production team.

Key Responsibilities:

  • Analyze information databases, historical data, and real-time information to create recommendations to improve daily objectives within the production team.
  • Monitor, maintain, and track inbound service level goals, department expectations, and employee adherence.
  • Provide ad hoc reporting as needed to show adherence to scheduled events within site.
  • Assist in skilling and/or provide data to Global Command Center to ensure employees are assigned correctly to the right queue or line of business.
  • Collaborate with other Workforce Teams to make schedule recommendations regarding out of seat activity, VTO, and overtime.
  • Perform other duties as assigned by management.

Requirements:

To be successful in this role, you will need:

  • At least 2 years of customer care and/or contact center environment experience; prior experience in operations support roles preferred.
  • Prior experience with EWFM, Aspect, and IEX preferred.
  • At least 1 year of Workforce Management exposure
  • High School Diploma required. Bachelor's Degree or undergraduate, with relevant work experience preferred.

Preferred Qualifications:

Preferably 1-4 Yrs Experienced Employees specializing in Customer Service or equivalent.

Benefits:

This is an exciting opportunity to join our dynamic team and contribute to the success of our organization.

Why Join Us?

We offer a collaborative and supportive work environment, with opportunities for professional growth and development.

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