Workforce Specialist

7 days ago

Quezon City, National Capital Region, Philippines Risewave Consulting, Inc. Full time ₱900,000 - ₱1,200,000 per year

Key Responsibilities:

  • Send interval/hourly reports such as Attendance Report, Intraday Performance Report, Productivity Report, etc.
  • Track and document system issues and escalate when needed.
  • Monitor all real-time events that may impact service levels (SLs) and implement corrective actions.
  • Ensure all SLA commitments are consistently achieved.
  • Evaluate and respond to events affecting schedule adherence (e.g., absenteeism, late/early logins, system outages).
  • Conduct real-time monitoring of breaks, absenteeism, and non-adherence.
  • Process requests related to schedule changes, off-phone activities, and profile updates.
  • Communicate daily reports on service level performance to WFM and Operations leadership teams.
  • Escalate risks related to SLAs and take mitigation steps.
  • Serve as the main point of contact between WFM and Operations to maintain a strong partnership.
  • Perform other tasks assigned by the WFM Supervisor.

Qualifications:

  • 2–3 years
    of experience in a Customer Service environment within
    WFM
    .
  • Previous experience as a
    Real-Time Analyst
    with reporting exposure.
  • Strong proficiency in
    MS Office (Excel – Power Query, Power Pivot, Data Modeling, Report Automation)
    and
    Google Suite
    .
  • High proficiency in both verbal and written English.
  • Strong analytical and problem-solving skills, with the ability to make real-time decisions.
  • Willing to work
    onsite in Eastwood
    .
  • Amenable to
    night shift schedule
    with
    weekend rest days
    .

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