Workforce Management Expert

1 month ago


Manila, National Capital Region, Philippines Neksjob Full time
About Neksjob

Neksjob is a dynamic organization dedicated to delivering exceptional results in workforce management.

Salary Information

We offer an attractive salary package, commensurate with industry standards, for this role. The estimated annual compensation range is between $60,000 and $80,000, depending on experience.

Job Description

Key Responsibilities:

  • Provide escalated support to Intraday Analysts for misses in Service Level or challenges with Operations executing real-time action plans.
  • Function as the primary point of contact for reporting inquiries or troubleshooting of reports.
  • Contribute to the WFM team in conceptualizing intraday reports that drive efficiency and improve Operations performance.
  • Design and deliver training sessions for WFM members, focusing on tool knowledge transfer and serving as a go-to person for RTAs and Operations inquiries.
  • Primary responsibility lies in generating performance reports, providing input, and recommending analysis based on performance trends.
  • Foster data collection and automate reports to reduce inefficiencies through macro design.
Required Skills and Qualifications

Essential Requirements:

  • College Undergraduates with relevant experience (BPO or Non-BPO)
  • A minimum of 6 months to 1 year of RTA experience; other WFM experience is a plus but not required
  • Proficiency in MS Office applications (Word, Excel, PowerPoint)
  • No specific tool requirement; experience in WFM Tools (e.g., eWFM, IEX, CMS Avaya, Blue Pumpkin, Aspect) is a plus

Neksjob Offers:

  • A competitive salary package
  • Opportunities for professional growth and development
  • A dynamic work environment

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