Workforce Management Specialist

1 month ago


Cebu City, Central Visayas, Philippines QUESS PHILIPPINES CORPORATION Full time

Job Title: Workforce Management Specialist

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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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