Workforce Management Specialist

1 day ago


Cebu City, Central Visayas, Philippines Neksjob Corporation Full time
About the Role

We are seeking a highly skilled Workforce Management Specialist to join our team at Neksjob Corporation.

This role is ideal for individuals who possess excellent analytical and problem-solving skills, with a keen eye for detail and a passion for delivering high-quality results under pressure.

Job Description

The Workforce Management Specialist will be responsible for providing critical support to our Intraday Analysts, acting as the first point of escalation for any misses in Service Level (SL) or challenges with Operations in executing real-time action plans.

In addition to this, the successful candidate will function as the primary contact for reporting inquiries or troubleshooting of reports, providing valuable input to the WFM team on conceptualizing intraday reports that drive efficiency within the team and support Operations performance.

  • Provide training and conduct knowledge transfer sessions to other WFM members, particularly new members, on WFM tools and serve as a go-to person for any inquiries arising from RTAs and Operations.
  • Generate performance reports and provide input and recommendations on reporting and analysis based on performance trends.
  • Follow the planned data collection, including types of data and time of data.
  • 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 (ex. eWFM, IEX, CMS Avaya, Blue Pumpkin, Aspect).

Please note that we are an equal opportunities employer and welcome applications from diverse candidates.



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