Workforce Management Specialist

3 weeks ago


Cebu, Philippines TASQ Staffing Solutions Full time

Job Summary

We are seeking a highly skilled Workforce Management Specialist to join our team at TASQ Staffing Solutions. As a key member of our operations team, you will be responsible for ensuring the efficient execution of real-time action plans and providing input to our WFM team on conceptualizing intraday reports that drive efficiency.

Key Responsibilities

  • Act as the first point of escalation for Intraday Analysts in terms of misses in SL or challenges with Operations in executing real-time action plans.
  • Function as the first point of escalation in terms of reporting inquiries or troubleshooting of reports.
  • Provide training and conduct knowledge transfer sessions to other WFM members on WFM tools and functions as the go-to person when there are inquiries arise from RTAs and Operations.
  • Generate performance reports and provide input and recommendations on reporting and analysis based on performance trends.
  • 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).


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