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Workforce Management Specialist

1 month ago

Cebu City, Central Visayas, Philippines Neksjob Corporation Full time
Job Summary

We are seeking a highly skilled Workforce Management Specialist to join our team at Neksjob Corporation. As a key member of our WFM team, you will be responsible for providing critical support to our Intraday Analysts and Operations teams.

Key Responsibilities
  • Act as the first point of escalation for Intraday Analysts in terms of misses in Service Level (SL) or challenges with Operations in executing real-time action plans.
  • Function as the first point of escalation for reporting inquiries or troubleshooting of reports, providing input to the WFM team on conceptualizing intraday reports that drive efficiency.
  • Provide training and conduct knowledge transfer sessions to other WFM members, especially new members, on WFM tools and functions as a go-to person for inquiries from RTAs and Operations.
  • Primarily responsible for generating performance reports and providing input and recommendations on reporting and analysis based on performance trends.
  • Required to follow planned data collection, including types of data and time of data, and automate reports to reduce inefficiencies by designing macros.
Requirements
  • Open to College Undergraduates with relevant experience (BPO or Non-BPO).
  • At least 6 months to 1 year RTA experience; other WFM experience is a plus but not required.
  • Good knowledge in 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).