Workforce Management Specialist

3 weeks ago


Manila, National Capital Region, Philippines Neksjob Full time
Job Description

As a key member of our Neksjob team, you will play a crucial role in ensuring the smooth operation of our workforce management processes. Your primary responsibility will be to act as the first point of escalation for Intraday Analysts, addressing any misses in Service Level (SL) or challenges with Operations in executing real-time action plans.

Key Responsibilities:

  • Escalate issues related to SL misses or operational challenges to the WFM team.
  • Provide input to the WFM team on conceptualizing intraday reports that drive efficiency and improve Operations performance.
  • Develop and deliver training sessions to new WFM members on WFM tools and functions.
  • Generate performance reports and provide recommendations on reporting and analysis based on performance trends.
  • Automate reports to reduce inefficiencies by designing macros.

Requirements:

  • College undergraduate with relevant experience (BPO or Non-BPO).
  • At least 6 months to 1 year of RTA experience; other WFM experience is a plus but not required.
  • Good knowledge of MS Office (Word, Excel, PowerPoint).
  • No specific tool requirement; good to have if with experience in WFM Tools (e.g., eWFM, IEX, CMS Avaya, Blue Pumpkin, Aspect).

What We Offer:

As a valued member of our team, you will have the opportunity to work with a dynamic and supportive group of professionals who are passionate about delivering exceptional results. We offer a collaborative and inclusive work environment that fosters growth and development.



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