Operations Efficiency Specialist

3 days 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.

This is an onsite role that requires flexibility with shifting schedules.

The salary for this position is up to 34K, commensurate with experience and performance.

To be successful in this role, candidates must possess a minimum of 1 year experience in Workforce Management and have solid skills in Verint, CMS Avaya Supervisor, and Microsoft Excel.

Key qualifications include:

  • Bachelor's degree or higher;
  • At least 1 year of experience in Workforce Management;
  • Excellent scheduling and real-time management skills;
  • Strong organizational abilities to ensure timely delivery;
  • Accuracy and attention to detail are crucial in this role;
  • Ability to deliver projects with minimal supervision;
  • Excellent written, verbal, and communication skills for effective collaboration;
  • Capacity to prioritize tasks in fast-paced environments while maintaining organization;
  • Demonstrated analytical, problem-solving, and creative thinking skills;
  • Flexibility and willingness to adapt to changing work environments.

Candidates should also be proficient in:

  • Verint;
  • CMS Avaya Supervisor;
  • Microsoft Excel.

The primary responsibilities of this role include:

  • Creating schedules that meet business requirements for exceptional customer service;
  • Adjusting schedules as needed to ensure efficient staffing and overtime coverage;
  • Monitoring queue activity in real-time and tracking agent performance across multiple lines of business;
  • Preparing and publishing reports in a timely and accurate manner.


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