Workforce Management Specialist
2 weeks ago
Job Title: Workforce Management Specialist
">About the Role:
We are seeking a skilled Workforce Management Specialist to join our team at Quess Philippines Corporation. The successful candidate will be responsible for creating and managing short-term and long-term forecasts, analyzing current performance, and coordinating with operations teams to achieve service level goals.
Key Responsibilities:
- Create and manage new short-term and long-term forecasts based on historical information and various forecasting methodologies.
- Analyze current performance, noting recent historical trends, and conduct real-time re-forecasting to make necessary adjustments in staffing plans.
- Maintain constant communication with operations teams to coordinate needed staffing adjustments based on current and forecasted results.
- Produce call volume forecasts on a daily, weekly, monthly, and annual basis for a multi-site operation.
- Develop working knowledge of WFM tools like IEX and Verint, as well as advanced Excel skills.
- Generate forecasts for businesses with no historical data using forecasting insights gained through industry expertise and existing use cases.
- Understand overall operational activities, including phone, email, chat, community, and social media support.
- Perform forecasting in a contact centre environment and schedule to those needs.
Requirements:
- Graduate in Mathematics, Science, Statistics, or related field.
- Excellent knowledge of Excel, VBA, and Macros.
- Proficient in MS Office tools such as Word, PowerPoint, and Outlook.
Salary: ₱1,200,000 - ₱1,500,000 per annum, depending on experience.
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