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Workforce Management Lead

1 week ago

Taguig, National Capital Region, Philippines HGS Offshore Staffing Solutions (HGS OSS) Full time
Job Description

The Workforce Management Supervisor at HGS Offshore Staffing Solutions (HGS OSS) plays a vital role in ensuring the efficient management of staff resources. This includes forecasting, scheduling, and monitoring interaction volumes to optimize staffing levels. The successful candidate will have excellent analytical and communication skills, with experience in using workforce management tools such as CXone.

The key responsibilities of this role include:

  • Forecasting: Analyzing historical data and current trends to forecast interaction and case management volumes, ensuring adequate resource allocation across all servicing channels.
  • Scheduling Capacity Planning: Implementing effective resource schedules, conducting gap analysis, and developing comprehensive rosters and break schedules.
  • WFM Systems Tools: Utilizing contact center tools to monitor agent performance, maximize the CXone Workforce Management system, and implement real-time deferred channel routing processes.

The ideal candidate will possess a Bachelor's/College Degree in any field, with at least 1-2 years of working experience in a similar position. Excellent verbal and written English communication skills are essential, along with proficiency in MS Office and Google Suites. The ability to lead and develop a team, combined with strong business acumen and technical aptitude, is crucial for success in this role.