Coordinated Workforce Planning Specialist

6 days ago

Taguig, National Capital Region, Philippines beBeeWorkforce Full time ₱12,000 - ₱18,000
Job Description

As a Workforce Management Coordinator, you will be responsible for analyzing historical and current trends to accurately forecast staffing needs. This includes creating schedules that meet business requirements, managing time-off requests, and handling other scheduling-related tasks.

You will monitor the movement of personnel in business units and ensure accuracy of roster and team assignments. You will also align staffing requirements to seat capacity of production areas.

Additionally, you will generate and distribute reports (e.g. shrinkage and productivity reports) encompassing all other workforce-related data to leadership and members of operations according to the established reporting schedule.

You will ensure employees are correctly profiled in workforce management tools and assist in system/user administration.

Moreover, you will convert management-provided information on internal and external issues into real-time resource adjustments and actions. Adjust resource allocation and take action in real-time based on management information about internal and external issues.

You will oversee and direct all activities outside of production, ensuring they are completed efficiently and effectively while upholding productivity targets and service level agreements.

Finally, you will document and track workforce management workflow processes for accurate process management. Develop and implement comprehensive workforce management workflow processes, including detailed documentation and tracking mechanisms.

Required Skills and Qualifications
  • Undergraduate degree or equivalent
  • At least 1 year experience in Contact Center
  • 3+ years of experience in scheduling
  • 3+ years of experience supporting international businesses
  • Working knowledge on WFM software like Genesys (preferred), Nice and Verint
  • Intermediate to advanced proficiency with software programs (e.g Google Sheets, Excel)
  • With work experience in both short and long-range forecasting (preferably)
Benefits
  • Full-time employment opportunity
  • Chance to work onsite (if business requires)
Others
  • Not Applicable seniority level
  • Outsourcing/Offshoring industry

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