Workforce Optimization Specialist
4 days ago
Manpower Core Group Inc. is seeking a highly skilled Workforce Optimization Specialist to join our team in Alabang. This role involves optimizing data management and information flow within the organization, ensuring accuracy, efficiency, and timely reporting.
The ideal candidate will possess excellent skills in scheduling and real-time time management, with strong organizational skills to ensure critical timelines are met. Accuracy and attention to detail are essential in this role, along with the ability to deliver project deliverables with little supervision.
Key Responsibilities:
• Generate schedules that meet business requirements, enabling superior customer service
• Adjust schedules based on actual scenarios and provide overtime requirements/voluntary time off for efficient staffing
• Monitor queues in real-time, tracking agent activity on multiple lines of businesses
• Assist agents with basic troubleshooting and workarounds
• Report and track system issues and outages
• Prepare and publish intraday and relevant reports, ensuring accuracy and timeliness of data
Essential Functions:
• Regularly perform volume and performance analysis, communicating possible impacts to business
• Support management with necessary reports and planning models for decision-making
• Monitor actual activities and compare them to plans, making recommendations for immediate changes
• Staff the appropriate number of agents at the proper time based on recent/historical capacity drivers
• Ensure pre-planned activities are scheduled in advance and communicated effectively
• Adjust schedules based on actual scenarios and provide overtime requirements/voluntary time off for efficient staffing
• Ensure adherence to schedules and raise alerts on time in case of deviations
• Optimize schedules and make real-time adjustments on breaks and lunches based on actual staffing
• Execute skill change and reallocation requests and initiatives
• Provide recommendations in case of understaffing/overstaffing
• Act as the first point of contact for escalations, outages, system issues, or production impacting situations
• Maintain confidentiality relative to organizational strategies, objectives, and practices
Qualifications:
• A Bachelor's/College Degree preferred
• Minimum 1-year experience in Workforce Management
• Excellent skills in scheduling and real-time time management required
• Strong organizational skills to ensure critical timelines are met
• Accuracy and attention to detail essential in this role
• Detail-oriented with the ability to deliver project deliverables with little supervision
• Excellent written, verbal, and e-mail skills, with the ability to interface effectively with individuals at various levels
• Ability to effectively prioritize workload in a fast-paced, real-time environment while remaining detailed and organized
• Demonstrate analytical, organizational, problem-solving, and creative thinking skills
• Respond positively to change, embracing and using new practices or values to accomplish goals and solve problems
• Flexible and willing to work in shift schedules
This role offers an estimated salary of Php 22,000 – Php 34,000 package.
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