Workforce Optimization Specialist

3 weeks ago


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

We are seeking a Workforce Optimization Specialist to join our team at weSource Management Consultancy Firm in Pasay.

This is an onsite role that involves working on a shifting schedule. The compensation package includes a salary of up to $34,000 per year, based on experience and performance.

The ideal candidate will possess at least 1 year of experience in workforce management and have expertise in Verint, CMS Avaya Supervisor, and Microsoft Excel.

Key qualifications for this role include:

  • A bachelor's degree from an accredited institution
  • At least 1 year of experience in workforce management
  • Excellent scheduling and real-time management skills
  • Strong organizational skills to meet critical deadlines
  • Accuracy and attention to detail are essential for success in this role
  • Demonstrated ability to deliver project results with minimal supervision
  • Effective communication and interpersonal skills
  • Ability to prioritize tasks in a fast-paced environment while maintaining organization and attention to detail
  • Analytical, problem-solving, and creative thinking skills
  • Flexibility to work in shift schedules

Familiarity with the following tools is required:

  • Verint
  • CMS Avaya Supervisor
  • Microsoft Excel

The primary responsibilities of this role include:

  • Generating schedules to meet business requirements and ensure exceptional customer service
  • Adjusting schedules based on actual scenarios and providing overtime requirements/voluntary time off to optimize staffing
  • Monitoring queues in real-time, tracking, documenting, and communicating agent activity across multiple lines of business
  • Preparing and publishing intraday reports and other relevant data to ensure accuracy and timeliness


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