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Workforce Operations Associate

2 months ago

Cebu City, Central Visayas, Philippines Neksjob Corporation Full time

Job Summary:
As a Workforce Management (WFM) specialist at Neksjob Corporation, you will play a crucial role in ensuring the smooth operation of our real-time action teams. Your primary responsibility will be to act as the first level of escalation for any issues arising from misses in Service Level (SL) or challenges with operations in executing real-time action plans. Additionally, you will function as the first point of contact for reporting inquiries or troubleshooting of reports and provide input to the WFM team to conceptualize intraday reports that drive efficiency to the team and help in operations performance.

Key Responsibilities:

  1. Act as the first level of escalation for any issues arising from misses in SL or challenges with operations in executing real-time action plans
  2. Function as the first point of contact for reporting inquiries or troubleshooting of reports
  3. Provide input to the WFM team to conceptualize intraday reports that drive efficiency to the team and help in operations performance
  4. Train and conduct knowledge transfer sessions to other WFM members, especially new members, on WFM tools
  5. Provide trainings and conduct knowledge transfer sessions to other WFM members, especially new members, on WFM tools and function as a go-to person when there are inquiries arise from RTAs and operations
  6. Generate performance reports and provide input and recommendation on reporting and analysis based on performance trends
  7. Follow the planned data collection, including the types of data and time of data
  8. Automate reports to reduce inefficiencies by designing macros

Requirements:

  • Open to College Undergraduates 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 (ex. eWFM, IEX, CMS Avaya, Blue Pumpkin, Aspect)
  • No exam
  • Open to resources who are functioning as interim/ad on tasks workforce