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Workforce Efficiency Manager

3 weeks ago

Quezon City, National Capital Region, Philippines E-Solutions IT Services Full time
Job Description

We are seeking a highly skilled Workforce Management Analyst to join our team at E-Solutions IT Services. This role will involve analyzing and monitoring staffing levels, call volumes, and busy lines to ensure smooth operations.

  • Key Responsibilities:
  • Analyze real-time data to optimize skill sets and minimize call queues.
  • Utilize WFM tools like Avaya, CMS, Genesys, Verint, etc. for managing call flow and workforce efficiency.
  • Address production issues and staffing needs to avoid operational disruptions.
  • Collaborate with teams to maintain optimal service levels and improve productivity.
Requirements
  • Education and Experience:
  • Bachelor's degree or equivalent experience.
  • 1-2 years of experience in WFM or reporting roles.
  • Skills and Qualifications:
  • High analytical skills for interpreting data and drawing conclusions.
  • Proficiency in Microsoft Excel, Power Queries, and Data Model.
  • Excellent written and verbal communication skills.
  • Ability to work with all organizational levels to capture and manage metrics.