Workforce Management Strategist

1 week ago

Ayala Alabang, National Capital Region, Philippines beBeeProcessSpecialist Full time ₱774,041 - ₱1,194,110
Job Overview

The WF Center of Excellence is a core component of the Workforce Management Team, responsible for scheduling and consultative support for both customer-facing and non-customer-facing associates.

Key Responsibilities:
  • Promote collaboration with supported LOB Operations leaders and WF Short Term Planners onshore to ensure staffing requirements are met.
  • Regularly review pre-planned off-phone activities, LOB schedule containers, PTO budget, and facilitate agent mobility execution.
  • Ensure all off-phone requests are coordinated with, and approved by WF planners, adhering to processing lead times of concerned groups (e.g., Planning, Reporting, Scheduling execution).
  • Serve as a consultant for WF scheduling needs impacting staffing.
  • Maintain readiness of agent shift schedules in scheduling tools.
  • Attend staffing meetings with LOB POC and STP.
  • Support implementation of various site-wide initiatives, associate schedule flexibility options through flawless WF deliverables execution.
  • Analyze and identify process breakdowns, files, and/or database issues; recommend solutions and potential enhancements to Senior Process Specialist and Operations/Horizontal/Functional stakeholders.
  • Advance personal and team knowledge of access and/or workforce management tools, software, and databases by staying updated on new enhancements and up-skilling through training opportunities.
Required Skills and Qualifications:

To excel in this role, you should possess strong analytical skills, excellent communication abilities, and proficiency in relevant tools and technologies.

Benefits:

This position offers a dynamic work environment, opportunities for professional growth, and a competitive compensation package.

Others:

We encourage continuous learning and skill development. If you are passionate about workforce management and eager to contribute to a high-performing team, we invite you to apply.

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