Workforce Management Professional

6 days ago


Manila, National Capital Region, Philippines Neksjob Full time
Job Summary

This role is responsible for ensuring the smooth operation of our workforce management systems. As a Workforce Management Professional, you will serve as the first point of escalation for Intraday Analysts, handling misses in Service Level or challenges with Operations in executing real-time action plans.

You will also function as the first point of escalation for reporting inquiries or troubleshooting of reports, providing input to the WFM team on conceptualizing intraday reports that drive efficiency and enhance Operations performance.

Key Responsibilities
  • Generate performance reports and provide input and recommendations on reporting and analysis based on performance trends.
  • Design and automate reports to reduce inefficiencies using macros.
  • Provide training and conduct knowledge transfer sessions to other WFM members, especially new members, on WFM tools and functions.

As a Workforce Management Professional, you must be able to follow planned data collection, including types of data and time of data collection.

Requirements

To be successful in this role, you should have:

  • A college undergraduate degree 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 (e.g., eWFM, IEX, CMS Avaya, Blue Pumpkin, Aspect).

We are open to resources who are functioning as interim/ad-hoc tasks workforce.



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