Workforce Operations Specialist

1 week ago


Pasay, National Capital Region, Philippines weSource Management Consultancy Firm Full time

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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