Workforce Management Coordinator
5 days ago
HGS Offshore Staffing Solutions (HGS OSS)
Career Advancement Opportunities
On-site - Taguig 1-3 Yrs Exp Bachelor Full-time
Job SummaryThe Real-Time Analyst is responsible for monitoring and managing real-time contact centre performance, ensuring optimal staffing levels and service level adherence. This involves collaborating with key stakeholders to drive efficiency, reduce wait times, and enhance customer experience.
The incumbent will be responsible for:
- Analysing and reporting real-time and historical performance trends to the Leadership Team.
- Monitoring agent adherence to schedules and logging relevant schedule exceptions.
- Implementing and maintaining a consistent roster and break schedule for a smooth workflow across all channels.
- Tracking and responding to understaffing or overstaffing situations by re-skilling agents and leveraging overtime as necessary.
- Improving Contact Centre productivity across all channel mediums by addressing behavioural opportunities with frontline team members and discussing them with the frontline leadership team.
The Real-Time Analyst will work closely with the Operations team to ensure seamless service delivery. They will be responsible for reviewing and analysing performance data, identifying areas for improvement, and developing strategies to address these gaps.
- Monitoring interaction channels and implementing defined strategies to maintain efficient service levels across all teams, channels, and locations.
- Reviewing actual shrinkage versus planned shrinkage with the Workforce Planner and identifying opportunities to improve operational efficiencies in real-time.
- Reviewing the schedule plan and making recommendations for performance intervals, daily and weekly improvements, including training needs and shift adjustments.
- Managing historical reporting data useful for tracking operational efficiency, including attendance, overtime, EOD reports, per interval reporting, and concurrence reporting.
A bachelor's degree in any field and at least 1-2 years of working experience in a similar position are required. Proficiency in MS Office and Google Suites, with strong technical aptitude, is essential.
-
Workforce Management Manager
4 days ago
Taguig, National Capital Region, Philippines Tata Consultancy Services Full timeDirect message the job poster from Tata Consultancy ServicesTalent Acquisition at Tata Consultancy ServicesJob Summary:The Workforce Management (WFM) Manager is responsible for overseeing and optimizing workforce planning, forecasting, scheduling, and resource allocation within the organization. The WFM Manager ensures that the appropriate number of staff is...
-
Workforce Management
5 days ago
Taguig, National Capital Region, Philippines Carelon Global Solutions Philippines Full timeJob Description:The Workforce Assistant Manager is responsible for supervising and developing a workforce management team that creates effective schedules to handle the workload and efficiently manages real-time operations while communicating performance results. This role involves leading, developing, and coaching a team of workforce analysts and...
-
Workforce Management Director
3 days ago
Taguig, National Capital Region, Philippines Tata Consultancy Services Full timeJob DescriptionThe Workforce Management (WFM) Manager plays a pivotal role in overseeing and optimizing workforce planning, forecasting, scheduling, and resource allocation within the organization.Main ResponsibilitiesWorkforce Planning:Analyze historical data and trends to predict future staffing needs and demand fluctuations.Collaborate with operational...
-
Talent Management Coordinator
5 days ago
Taguig, National Capital Region, Philippines Eteam Workforce Private Corporation Full timeEteam Workforce Private Corporation is seeking a talented Talent Management Coordinator to oversee various HR processes. As a key member of our team, you will be responsible for managing HRIS data, responding to employee queries, and ensuring compliance with company policies.In this role, you will work closely with the HR team to onboard and off-board...
-
Accounts Payable Coordinator
4 days ago
Taguig, National Capital Region, Philippines Trinity Workforce Solutions Full timeJob Summary:We are currently seeking a highly organized and detail-oriented Accounts Payable Coordinator to join our team at Trinity Workforce Solutions. In this role, you will be responsible for coordinating the accounts payable process, which includes processing invoices, receipts, and payment requests.The ideal candidate will have excellent communication...
-
Workforce Management Manager
2 weeks ago
Taguig, National Capital Region, Philippines GSS PH Full timeRequirements:Bachelor's DegreeMinimum 8 – 10 years of experience in Workforce management (Time management, attendance, scheduling, etc.) and Payroll consulting. Experience of working in a consulting environment on global client projects in areas of time & attendance, workforce management transformation and shared services advisory.Experience in team...
-
Workforce Management Senior
2 weeks ago
Taguig, National Capital Region, Philippines GSS PH Full timeRequirements: Bachelor's Degree3-5+ years of experience in Workforce management (Time management, attendance, scheduling, etc.) and Payroll consulting. Experience of working in a consulting environment on global client projectsExperience and working knowledge of one or more global payroll platforms such as ADP (Global View, Workforce Now), UKG/Kronos SAP,...
-
Workforce Planning Manager
7 days ago
Taguig, National Capital Region, Philippines Neksjob Corporation Full timeAt Neksjob Corporation, we are looking for a highly skilled Workforce Planning Manager to oversee all operational support aspects of our contact center.The WFM Supervisor is responsible for managing a team of individual contributors and ensuring that workforce management processes are efficiently implemented. This includes overseeing staffing, scheduling,...
-
Workforce Scheduling Manager
4 days ago
Taguig, National Capital Region, Philippines Carelon Global Solutions Philippines Full timeCompany Overview:Carelon Global Solutions Philippines is a leading provider of healthcare solutions, and we are currently seeking an experienced professional to fill the role of Workforce Assistant Manager. As a key member of our operations team, you will be responsible for supervising and developing a workforce management team that creates effective...
-
Data Privacy Manager
19 hours ago
Taguig, National Capital Region, Philippines Trinity Workforce Full timeAbout the RoleAt Trinity Workforce, we are committed to protecting our customers' data and ensuring compliance with evolving laws. As a Data Privacy Manager, you will play a crucial role in developing and implementing program controls and protocols that support our business objectives.Key Responsibilities:• Evaluating and creating program controls and...
-
Workforce Management Lead
5 days ago
Taguig, National Capital Region, Philippines HGS Offshore Staffing Solutions (HGS OSS) Full timeJob DescriptionThe Workforce Management Supervisor at HGS Offshore Staffing Solutions (HGS OSS) plays a vital role in ensuring the efficient management of staff resources. This includes forecasting, scheduling, and monitoring interaction volumes to optimize staffing levels. The successful candidate will have excellent analytical and communication skills,...
-
Operational Workforce Management Director
19 hours ago
Taguig, National Capital Region, Philippines Neksjob Corporation Full timeThe Role of a WFM Supervisor at NeksjobAbout the Job:We are seeking an experienced Workforce Management (WFM) Supervisor to join our team at Neksjob. The ideal candidate will have extensive knowledge and experience in WFM, with a proven track record of efficiently implementing workforce management processes.Responsibilities:Oversee all operational support...
-
Remote Workforce Coordinator
2 days ago
Taguig, National Capital Region, Philippines Magic, Inc Full timeWe are seeking a highly motivated and experienced Recruitment Specialist to join our team at Magic, Inc. The successful candidate will be responsible for building and managing our global workforce, as well as developing and implementing effective recruitment strategies.Our company has a strong culture of innovation and collaboration, and we are looking for...
-
Risk Management Expert
3 days ago
Taguig, National Capital Region, Philippines Trinity Workforce Full timeData Privacy at Trinity WorkforceWe take data privacy seriously at Trinity Workforce, and we are committed to maintaining the highest standards of data protection and confidentiality. As a Data Privacy Specialist, you will play a key role in ensuring our data governance frameworks align with evolving regulations and industry best...
-
Workforce Management Supervisor
5 days ago
Taguig, National Capital Region, Philippines HGS Offshore Staffing Solutions (HGS OSS) Full timeHGS Offshore Staffing Solutions (HGS OSS)NegotiableOn-site - Taguig 3-5 Yrs Exp Bachelor Full-timeJob DescriptionDescriptionRole PurposeThe Workforce Management Supervisor is responsible for forecasting, optimizing, scheduling, interaction volume monitoring, and making necessary recommendations adjustments. This includes determining and communicating work...
-
Workforce Management Operations Lead
19 hours ago
Taguig, National Capital Region, Philippines Neksjob Corporation Full timeJob Description:The WFM Supervisor is responsible for overseeing all operational support aspects of the contact center, including staffing, scheduling, forecasting systems, and policies. Key areas of focus include workforce management processes, training programs, and quality issues.Key Responsibilities:Ensure efficient implementation and monitoring of...
-
Workforce Management Supervisor Y10
2 days ago
Taguig, National Capital Region, Philippines Neksjob Philippines Full timeRequirements/Required Skills:Extensive knowledge and experience in Workforce Management (WFM)Job Description:The WFM Supervisor is responsible for overseeing all operational support aspects of the contact center, including staffing, scheduling, forecasting systems, and policies. You will ensure that workforce management processes are efficiently implemented...
-
Workforce Optimization Specialist
11 hours ago
Taguig, National Capital Region, Philippines Welsend Global Services Inc. Full timeWork Force Management Role:The Work Force Management role at Welsend Global Services Inc. is a critical position that requires strong analytical and leadership skills. As a key member of our operations team, you will be responsible for overseeing the planning, reporting, and management of our workforce to support data-driven...
-
Assistant Manager
4 days ago
Taguig, National Capital Region, Philippines Carelon Global Solutions Philippines Full timeAs a Workforce Assistant Manager at Carelon Global Solutions Philippines, you will be responsible for overseeing the development and implementation of our workforce management strategies. This includes creating effective schedules, managing real-time operations, and leading operations governance meetings for scheduling.Key Accountabilities:Develop and...
-
Workforce Management Expert
5 days ago
Taguig, National Capital Region, Philippines BUNCH Full timeAt BUNCH, we are looking for a Workforce Management Expert to join our team.The successful candidate will have experience in HR Partnership or Account Management in an Outsourcing or Shared Service environment.Key ResponsibilitiesAct as a bridge between client and employees ensuring seamless communication.Manage HR service requests, addressing them promptly...