Workforce Management Specialist

1 week ago


Angeles City, Central Luzon, Philippines Majorel Full time

We are seeking a highly skilled Workforce Management Specialist to join our team. In this role, you will be responsible for analyzing and validating forecasted volume and building staffing/scheduling plans to incorporate and/or meet business unit plans, productivity, and service objectives.

Key Responsibilities:
  • Analyze and validate forecasted volume to ensure accurate staffing and scheduling.
  • Develop queue and overhead forecasts for long and short-term planning.
  • Evaluate report outputs to determine contact center trends, contact volumes, contact patterns, staff productivity, attrition rates, and resource allocation.
  • Build actual employee schedules to match forecasted work volume and post schedules in a timely fashion.
Requirements:
  • 3-5 years' experience working in a Call Center Environment.
  • 1-2 years background in Workforce Management (scheduling) preferred.
  • Demonstrated high degree of business coping ability.
  • Flexibility with work schedule.
  • College diploma or equivalent.
  • Knowledge of MS Office and Excel.


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