Workforce Management Associate

3 days ago

Taguig, National Capital Region, Philippines TASQ Staffing Solutions Full time
Job Description:

As a key member of our team at TASQ Staffing Solutions, you will play a crucial role in ensuring the optimal staffing of our clients' contact centers. Your primary responsibility will be to analyze historical data, taking into account seasonality and trends, to forecast volumes, AHT, and Shrinkage. Using this data, you will compute optimal staffing plans to support contractual goals.

Key Responsibilities:
  • Support the Team: Be responsible for optimal staffing using forecasts and other staffing assumptions to support contractual goals.
  • Uphold Performance Metrics: Publishes finalized staffing plans every week after discussions with stakeholders and taking into account business dynamics and customer requirements.
  • Take the Lead: Manages manpower requisitions that come out of the weekly staff plans and track their status to ensure timely hiring, training, and go live.
  • Plan Ahead: Responsible for forecasting volumes, AHT, and Shrinkage based on historical data taking into account seasonality and trends.
  • Set the Path to Success: Setting the KRA targets for the team while ensuring alignment with business objectives.
Qualifications:
  • Two+ years of workforce management experience in a contact center environment.
  • English proficiency.
  • Strong verbal and written communication skills; be able to communicate in a clear, constructive, and professional manner.
  • Ability to be customer-oriented in managing communications and issues.
  • Strong analytical skills; be able to interpret data, identify trends, and make suggestions for improvements.
  • Ability to be pro-active in developing trust and professional rapport with employees and team members; work as a team-player.
  • At least one year of experience as an Resource Planner/Capacity Planner experience.
  • Experience with applications such as CMS Avaya Supervisor/ eWFM /IEX. Strong knowledge of MS-Excel.
  • Ability to communicate/present with various levels of stakeholders.
  • Good knowledge of WFM concepts.
  • Good analytical skills.
  • Ability to identify and understand trends and patterns.
  • Knowledge of multi-skill/site/vendor scheduling scenarios with experience of handling omni channel programs would be an added advantage.
Non-negotiable Qualifications:
  • Good comms and good to excellent excel skills.
  • Has experience yet on creating full blown schedule shells.
  • Tool knowledge on using NICE IEX tool.

  • Customer Experience Associate

    3 days ago

    Taguig, National Capital Region, Philippines Eteam Workforce Private Corporation Full time

    Job Title: Customer Experience AssociateWe are seeking a highly skilled and motivated Customer Experience Associate to join our team at Eteam Workforce Private Corporation.Job SummaryThe Customer Experience Associate will be responsible for providing exceptional customer service to our clients, resolving issues in a timely and professional manner, and...

  • Customer Experience Associate

    1 day ago

    Taguig, National Capital Region, Philippines Eteam Workforce Private Corporation Full time

    Job Title: Customer Experience AssociateJob Summary:We are seeking a highly skilled and motivated Customer Experience Associate to join our team at Eteam Workforce Private Corporation. As a Customer Experience Associate, you will be responsible for providing exceptional customer service and support to our clients.Key Responsibilities:Provide timely and...

  • Workforce Management Director

    3 days ago

    Taguig, National Capital Region, Philippines IOPEX Technologies Philippines - Taguig Full time

    Workforce Management ManagerWe are seeking a highly skilled Workforce Management Manager to join our growing team at IOPEX Technologies Philippines - Taguig. As a key member of our workforce management team, you will be responsible for managing the performance of a team comprised of a Workforce Lead and Workforce Analysts.Key Responsibilities:Manage...

  • Workforce Management Director

    2 days ago

    Taguig, National Capital Region, Philippines IOPEX Technologies Philippines - Taguig Full time

    Workforce Management ManagerWe are seeking a highly skilled Workforce Management Manager to join our growing team at IOPEX Technologies Philippines - Taguig. As a key member of our workforce management team, you will be responsible for managing the performance of a team comprised of a Workforce Lead and Workforce Analysts.Key Responsibilities:Manage...

  • Workforce Management Director

    3 days ago

    Taguig, National Capital Region, Philippines IOPEX Technologies Philippines - Taguig Full time

    Workforce Management ManagerWe are seeking a highly skilled Workforce Management Manager to join our growing team at IOPEX Technologies Philippines - Taguig. As a key member of our workforce management team, you will be responsible for managing the performance of a team comprised of Workforce Leads and Analysts.Key Responsibilities:Manage agent schedules to...

  • Workforce Management Director

    3 days ago

    Taguig, National Capital Region, Philippines IOPEX Technologies Philippines - Taguig Full time

    Workforce Management ManagerAre you a seasoned professional looking for a new challenge? We're seeking a talented Workforce Management Manager to join our growing team at IOPEX Technologies Philippines - Taguig.Key Responsibilities:Manage the performance of a team consisting of Workforce Leads and Analysts.Develop and implement agent schedules that meet...

  • Workforce Management Director

    3 days ago

    Taguig, National Capital Region, Philippines IOPEX Technologies Philippines - Taguig Full time

    Unlock Your Potential as a Workforce Management ProfessionalWe are seeking a talented and experienced Workforce Management professional to join our growing team at IOPEX Technologies Philippines - Taguig. As a key member of our workforce management team, you will be responsible for managing the performance of a team comprised of Workforce Leads and...

  • Workforce Management Professional

    3 days ago

    Taguig, National Capital Region, Philippines IOPEX Technologies Philippines - Taguig Full time

    Workforce Planner/Real Time Analyst/Scheduler Job DescriptionWe are seeking a highly skilled Workforce Planner/Real Time Analyst/Scheduler to join our growing team at IOPEX Technologies Philippines - Taguig. As a key member of our workforce management team, you will be responsible for planning and scheduling our workforce to meet the demands of our...

  • Workforce Management Professional

    3 days ago

    Taguig, National Capital Region, Philippines IOPEX Technologies Philippines - Taguig Full time

    Unlock Your Potential as a Workforce Management ProfessionalWe are seeking a talented and experienced Workforce Management Professional to join our growing #happy@work WFM team at IOPEX Technologies Philippines - Taguig.Key Responsibilities:Manage the performance of a team consisting of Workforce Leads and Analysts.Develop and implement agent schedules that...

  • Workforce Management Senior Analyst

    3 days ago

    Taguig, National Capital Region, Philippines Neksjob Full time

    Job SummaryWe are seeking a highly skilled Workforce Services Senior Analyst to join our team at Neksjob. As a key member of our workforce management team, you will be responsible for ensuring the timely delivery and accuracy of reports, developing and ensuring the integrity and consistency of WFM processes, and managing internal and external audits.Key...

  • Workforce Management Specialist

    1 day ago

    Taguig, National Capital Region, Philippines TASQ Staffing Solutions Full time

    Job Summary:As a Workforce Management Specialist at TASQ Staffing Solutions, you will be responsible for optimizing staffing levels to meet contractual goals. This involves analyzing forecasts and staffing assumptions to ensure the team is adequately staffed.You will assist in providing staffing requirements for new and existing businesses, preparing...

  • Workforce Transformation Specialist

    3 days ago

    Taguig, National Capital Region, Philippines TASQ Staffing Solutions Full time

    Job OverviewTASQ Staffing Solutions is seeking a highly skilled Workforce Manager to join our team. As a Workforce Manager, you will be responsible for leading process transformation initiatives in operations and Workforce Management, with a focus on driving improvements and resolving issues.Key ResponsibilitiesProcess Transformation: Lead process...

  • Workforce Planning and Scheduling Expert

    1 day ago

    Taguig, National Capital Region, Philippines IOPEX Technologies Philippines - Taguig Full time

    Workforce Planning and Scheduling ExpertWe are seeking a highly skilled Workforce Planning and Scheduling Expert to join our growing team. As a key member of our workforce management team, you will be responsible for planning and scheduling the workforce to meet the required capacity for our programs.Key Responsibilities: Plan and schedule the workforce to...

  • Workforce Planning and Scheduling Expert

    3 days ago

    Taguig, National Capital Region, Philippines IOPEX Technologies Philippines - Taguig Full time

    Workforce Planner/Real Time Analyst/SchedulerWe are seeking a highly skilled Workforce Planner/Real Time Analyst/Scheduler to join our growing team at IOPEX Technologies Philippines - Taguig. As a key member of our workforce management team, you will be responsible for planning and scheduling our workforce to meet the demands of our business.Key...

  • Workforce Planning and Scheduling Expert

    3 days ago

    Taguig, National Capital Region, Philippines IOPEX Technologies Philippines - Taguig Full time

    Workforce Planner/Real Time Analyst/SchedulerWe are seeking a highly skilled Workforce Planner/Real Time Analyst/Scheduler to join our growing WFM team. As a key member of our team, you will be responsible for managing the performance of a team comprised of a Workforce Lead and Workforce Analysts.Key Responsibilities:Roll out agent schedules that meet...

  • Customer Experience Liaison

    3 days ago

    Taguig, National Capital Region, Philippines Eteam Workforce Private Corporation Full time

    Job Title: Customer Experience AssociateWe are seeking a highly skilled and experienced Customer Experience Associate to join our team at Eteam Workforce Private Corporation.Job SummaryThe Customer Experience Associate will be responsible for providing exceptional customer service and support to our clients. This role requires strong problem-solving skills,...

  • Workforce Services Senior Analyst

    3 days ago

    Taguig, National Capital Region, Philippines Neksjob Full time

    Job SummaryWe are seeking a highly skilled Workforce Services Senior Analyst to join our team at Neksjob. As a key member of our workforce management team, you will be responsible for ensuring the timely delivery and accuracy of reports prepared by Intraday Analysts and other WFM disciplines.Key ResponsibilitiesDevelop and ensure the integrity and...

  • Workforce Planner/Real Time Analyst/Scheduler

    3 days ago

    Taguig, National Capital Region, Philippines IOPEX Technologies Philippines - Taguig Full time

    Workforce Planner/Real Time Analyst/SchedulerWe are seeking a highly skilled Workforce Planner/Real Time Analyst/Scheduler to join our growing WFM team at IOPEX Technologies Philippines - Taguig. As a key member of our team, you will be responsible for managing the performance of a team comprised of Workforce Leads and Analysts, rolling out agent schedules,...

  • Workforce Services Senior Analyst

    1 day ago

    Taguig, National Capital Region, Philippines Neksjob Full time

    Job SummaryWe are seeking a highly skilled Workforce Services Senior Analyst to join our team at Neksjob. The successful candidate will be responsible for reviewing, validating, and ensuring timely delivery and accuracy of reports prepared by Intraday Analysts and other WFM disciplines.Key Responsibilities:Develop and ensure integrity and consistency of set...

  • Pharmacy Benefits Manager

    3 days ago

    Taguig, National Capital Region, Philippines Eteam Workforce Private Corporation Full time

    Eteam Workforce Private Corporation is seeking a skilled Pharmacy Benefits Manager to join our team. The ideal candidate will have experience in project management, pharmacy benefits, and client service delivery. The role will involve managing client PBM programs, attending meetings, and ensuring effective communication among team members and clients. The...