Senior Workforce Management Specialist

18 hours ago

Manila, National Capital Region, Philippines Teknowiz Full time ₱900,000 - ₱1,200,000 per year

Urgently hiring for one of our direct clients in the Philippines.

Job Title: Senior Executive- Workforce Management (RTA/Reporting)

Location: Metro Manila

Work Mode: Onsite, Night Shift

Job Responsibilities:


• Sending of interval / hourly reports like Attendance Report, Intraday Performance Report, Productivity Report, etc.


• System issue tracking


• Responsible for the monitoring of all issues that may impact service levels (SL's) and take the appropriate to resolve or reduce these impacts.


• Perform oversight responsibilities as required to ensure all SLA's are met.


• Evaluate events surrounding schedule adherence and operational situations which may impact productivity such as absenteeism or system outages.


• In this role you will be required to solve problems as they may arise with real time intervention.


• Include but not limited to Real-time monitoring and reporting of schedule deviations like breaks, absenteeism, late login, early login and any non-schedule adherence


• Work on real-time requests related to schedule changes, off phone activities and profile changes


• Communicate daily reports to leadership teams (WFM and Operations) on Service Level (SL) performance
• Initiate escalation process for system outages and Service Level Agreements risk


• Take mitigation steps to ensure SL's are met


• Be the primary interface between WFM and site operations while strengthening a positive partnership Experience, knowledge, skills and attributes required


• Other tasks that may be assigned to him/her by WFM Supervisor

Required:

1- Must be willing to work onsite in Eastwood

2- 2-3 years' experience in a Customer Service environment in WFM

3- Amenable to work onsite, weekend rest day

4- Amenable to work nightshift

5- Experience in Real-time Analyst and Reporting tasks

6- Proficient in MS Office (particularly in MS Excel, Report automation using Power Query, Power Pivot, Data Modeling) and Google Suite

7- High proficiency in verbal and written English

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