Highly Skilled Workforce Optimization Expert

4 hours ago

Ayala Alabang, National Capital Region, Philippines beBeeCommunication Full time ₱900,000 - ₱1,200,000

Job Title: Senior Workforce Management-Real Time Analyst

Overview

As a critical member of the workforce management team, you will play a pivotal role in ensuring the efficient management of our workforce. The ideal candidate will possess excellent analytical and problem-solving skills, with the ability to interpret complex data and provide actionable recommendations.

Key Responsibilities
  • Regularly monitor agent performance across multiple queues to ensure accurate analysis and provide actionable insights.
  • Coordinate staff changes to match call demand and collaborate closely with the WFM Scheduling resource to maintain adequate staffing levels.
  • Support management in aligning defined criteria and thresholds with operational expectations and facilitate decision-making through reports and planning models.
  • Serve as the primary point of contact for escalations, outages, and system issues that impact production.

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