WFM Operations Specialist

2 days ago


Cebu City, Central Visayas, Philippines TASQ Staffing Solutions Full time
Job Description for WFM Operations Specialist

We are seeking a highly skilled WFM Operations Specialist to join our team at TASQ Staffing Solutions. This role is ideal for individuals with a strong background in Workforce Management and a passion for delivering exceptional results.

Main Responsibilities:

  • Act as the first point of escalation for Intraday Analysts, providing support and guidance on SLA misses and challenges with real-time action plans.
  • Function as the first point of escalation for reporting inquiries and troubleshooting, providing input to the WFM team on intraday reports that drive efficiency and improve Operations performance.
  • Design and deliver training sessions and knowledge transfer programs for WFM team members, with a focus on WFM tools and best practices.
  • Generate performance reports and provide recommendations on reporting and analysis based on performance trends.
  • Automate reports to reduce inefficiencies by designing macros.

Qualifications:

  • College undergraduate degree with relevant experience in BPO or Non-BPO.
  • At least 6 months to 1 year of RTA experience, with WFM experience a plus but not required.
  • Strong knowledge of MS Office (Word, Excel, PowerPoint).
  • Good to have experience with WFM tools (e.g. eWFM, IEX, CMS Avaya, Blue Pumpkin, Aspect).
  • Open to resources who are functioning as interim/ad on tasks workforce.


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