Workforce Operations Specialist
1 week ago
We are seeking a skilled Workforce Analyst to join our team at weSource Management Consultancy Firm in Pasay. This onsite role will follow a Shifting Schedule and offers a competitive salary of up to 34,000 PHP based on experience and interview results.
Key Responsibilities:- Generate schedules that meet business requirements to deliver superior customer service
- Adjust schedules as needed to ensure efficient staffing and provide overtime/voluntary time off requirements
- Monitor real-time queues while tracking, documenting, and communicating agent activity across multiple lines of businesses
- Prepare and publish Intraday reports with accurate and timely data
To succeed in this role, you will possess:
Essential Skills and Qualifications:- Bachelor's Degree or higher
- Minimum 1 year of experience in Workforce Management
- Expertise in scheduling and real-time management, with strong organizational skills
- Attention to detail and ability to work independently with minimal supervision
- Excellent written, verbal, and email communication skills
- Ability to prioritize workload effectively in a fast-paced environment
- Demonstrated analytical, problem-solving, and creative thinking skills
- Flexibility to work in shift schedules
You should be highly proficient in:
- Verint
- CMS Avaya Supervisor
- Microsoft Excel
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Workforce Operations Specialist
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