Workforce Management Specialist

22 hours ago

Manila, National Capital Region, Philippines beBeeWorkforce Full time ₱900,000 - ₱1,200,000
Job Overview

A Workforce Management Analyst is responsible for managing resources to ensure the correct number of agents are available at the right times to handle incoming calls at the desired service level.

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  • Interprets data to formulate and implement modifications to staffing plans for agent schedules and skill assignments.
  • Uses independent judgment to manage and shift staff resources dynamically to support call center goals.

The ideal candidate should have customer support expertise, familiarity with reporting tools, including Microsoft Excel/Google Sheets, and be able to read data on sight to make recommendations for driving team success.

Key Responsibilities

Monitoring and Maintenance:

  • Monitor call/chat/email volume, daily attendance, and program break schedules to maintain efficient distribution among all available resources.
  • Monitor and maintain agent adherence through the use of available systems.

Collaboration and Communication:

  • Work closely with operations and leadership teams to identify individual cases that might impact team performance.
  • Provide ongoing internal communications with leadership on load balancing and staffing requirements in real-time and historically.

Reporting and Analysis:

  • Track absenteeism as reported to the workforce team.
  • Generate ideas for process and service improvement planning.
  • Participate in and contribute to performance improvement activities.
  • Complete daily, biweekly, and monthly internal reports.

Training and Development:

  • Assist in implementing and maintaining operational processes to ensure compliance with company policies and procedures.
  • Review and adhere to all company policies and procedures.

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