Workforce Management Operations Officer

2 days ago

Taguig, National Capital Region, Philippines beBeeOperations Full time ₱800,000 - ₱1,200,000
Job Title: Real Time Command Center Analyst

Citizenship is an equal opportunity employer. This role is an officer-level position in developing workforce management.

About the Role

This dynamic professional will be the main point of contact for back-end intraday management of customer contact lines, analyzing data and providing recommendations to deliver optimal results.

Responsibilities
  • Collaborate with operations teams to ensure optimal staffing and consistent key metric performance.
  • Enforce schedule adherence across teams within scope.
  • Analyze data to provide staffing recommendations, including adjustments to overtime, time off, offline work, and break/lunch optimization.
  • Maintain telephone routing systems, manage IVR messaging based on call volume, holidays, or business hours.
  • Provide regular reporting on key metrics to stakeholders; lead reviews of previous performance and day-of outlook; respond to questions with recommendations for optimal operations.
  • Develop skilling matrices for each line of business; update agent movements, new hires, or loans to ensure appropriate call distribution.
  • Act as IT incident contact to escalate issues and communicate risks/impacts to KPIs to stakeholders.
  • Work collaboratively with schedulers, forecasters, and capacity planners to identify challenges and improvement areas.
Requirements
  • 1-2 years of relevant experience in workforce management.
  • Excellent communication skills with sound judgment in real-time situations.
  • Ability to analyze data and provide recommendations with high attention to detail.
  • Flexibility to work a shift-based schedule.
Benefits

This role offers the opportunity to work in a dynamic environment with a competitive compensation package.

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