Workforce Management Professional

3 weeks ago

Taguig, National Capital Region, Philippines IOPEX Technologies Philippines - Taguig Full time
Job Description:

We are seeking a highly skilled Workforce Management Professional to join our growing WFM team at IOPEX Technologies Philippines - Taguig. The successful candidate will be responsible for managing and ensuring that service level agreements for various programs are met. They will oversee call volume, daily attendance, and program break schedules, as well as assist with creating metrics and targets for services and continuously monitor and record statuses of the workforce.

Key Responsibilities:

• Real Time Queue and Service Level Management: Facilitate monitoring of various programs, ensure interval and day-wise service levels are met, maintain AHT updates, and regularly flag defaulters.

• Reporting Management: Facilitate interval and day-end reporting for various programs, ensure that attendance reporting is current at all times.

• Maintain Timekeeping tool: Facilitate upload of employee schedules into the timekeeping system, facilitate corrections/amendments to scheduling information, and generate compliance reports and other reports coming from the timekeeping system.

Requirements:

• General knowledge of Service Level, Occupancy, and Capacity.

• Experience in dealing with Operations Personnel at various levels in terms of real-time schedule management.

• Advanced skills using Microsoft Excel: Formatting/Conditional Formatting, Logical (IF) Functions, Mathematical Operations, References and Lookups, Pivot Tables, Graphs.

• Ability to prioritize and meet tight deadlines.

• Analytical with attention to detail.

• Ability to maintain composure in critical situations and communicate clearly with both internal and external stakeholders.

• Demonstrates high degree of ability to analyze data, using the data to drive decision making and implement effective resolutions.

• Excellent English communication, listening skills, and proven ability to build relationships quickly.

• Above-average grasp of Mathematical and Statistical concepts.

• Amenable to work onsite and can also work from home set up should the need arise.

• Willingness to work on a graveyard/night shift schedule in Bonifacio Global City, Taguig City.

What We Offer:

• Competitive salary package.

• Exciting employee engagement activities.

• Stability (continuously getting pioneer accounts).

• Learning sessions every week.

• Fast career growth.

• Free parking passes.

• Accessible location.

• HMO (free dependent).

• Leave credits/leave conversions.

• Night differential.

• Uncapped annual appraisal.

• 2 days off.

And most importantly, you'll be part of a growing company with a dynamic and engaging team.

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