Workforce Optimization Specialist
3 weeks ago
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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