Workforce Solutions Specialist

About Penbrothers

Penbrothers is an HR & remote talent management partner and one of the fastest growing companies in the Philippines. We provide talented Filipinos with global opportunities in high-growth startups and dynamic companies, from the comfort of their own homes.

About the Client

Our client is a design-driven platform helping entrepreneurs build brands and businesses online. They empower millions of customers in more than 200 countries and territories with all the tools they need to create an online presence, build an audience, monetize, and scale their business. Their suite of products includes websites, domains, ecommerce, marketing tools, as well as tools for scheduling and creating/managing social media presence. Their global team of more than 1,500 is headquartered in bustling New York City, with offices in Dublin, Ireland, Aveiro, Portugal, and coworking spaces in the UK, Netherlands, and Australia.

About the Role

The Workforce Solutions team contributes to our client's mission of empowering people with creative ideas to succeed by enabling the Customer Operations team to provide exceptional around-the-clock support. Ensuring that Advisors are in the right place to provide the right information at the right time is key to the client's success.

As an expert in real-time workforce support, the Workforce Solutions Specialist is integral to the team's success. As an individual contributor, you will be responsible for effectively scheduling global resources, managing the intra-day volume and resources on a real-time basis, and processing Service Desk tickets. You will also provide subject matter expertise for workforce management tools and software as the client continues to scale. You will report to the Real-Time Analyst Team Lead.

Work hours: APAC hours, PST, or as determined by the client

Work set-up: Remote

What you'll do

• Actively monitor intra-day forecasted workloads versus actual volumes and resulting service levels in real-time. You'll be responsible for reallocating available skilled resources across different communication channels.
• Monitor and report the attendance for all Advisors, recording exceptions or absences in the designated workforce management software, inputting the current day's schedule exceptions, and forwarding information to Team Leads as appropriate.
• Identify potential factors that contribute to increased workload, such as increased volume and/or average handle time (AHT), and seek input from Advisors, Team Leads, and other support teams to identify root causes and bring the workload into alignment with forecasts.
• Process service desk tickets and schedule change requests, coordinating with Network Scheduling to approve or deny requests and off-phone activities based on staffing impacts and workforce solutions (WFS) guidelines.
• Process vacation and holiday scheduling based on defined guidelines and direction from the WFS and Customer Operations (CO) teams.
• Monitor real-time schedule adherence and work with the front-line operations team to resolve adherence issues and ensure staffing meets requirements. You will notify supervisory personnel of any unusual or excessive non-productive time by members of their team.
• Generate ad-hoc reports as necessary when requested by the Customer Operations team (via Service Desk) or WFS leadership.
• Work with the team's Shift Bid administrator to process bids and assign staff to schedules.

What You Bring

• At least 3-5 years of workforce real-time solutions experience in a global business services, BPO environment
• Analytic mindset and the ability to analyze and interpret operational data to draw conclusions that lead to staffing or operational decisions and recommendations.
• Ability to articulate business needs and requirements to front-line workforce and operations management and negotiate solutions regarding scheduling and staffing issues.
• Proficient in Excel / Google Sheets.
• Demonstrated ability to navigate ambiguity and proactively devise creative solutions in a collaborative environment.
• Excellent verbal and written communication skills with a positive attitude and the ability to build solid working relationships with stakeholders at various levels within the organization.
• Experience with Zendesk  is strongly preferred.

Nice to have

• Familiarity with a website building and hosting platform

Hiring Process

We utilize AI tools to enhance our hiring efficiency and ensure a fair evaluation of all candidates. As a result, candidates who passed our initial evaluations should expect an AI Interviewer as a component of our recruitment process. This is supervised by Human Talent Acquisition Experts who will also engage with you throughout your application journey.

Don't meet every single requirement? At Penbrothers we are committed to building a diverse, inclusive, and authentic workplace, so if you're excited about this role but you don't feel 100% aligned with the qualifications, we encourage you to apply anyway. You may just be the right fit for this or other roles.

What You'll Get

At Penbrothers, we are obsessed with creating positive employee experiences. Here you'll find an environment that nurtures learning and provides opportunities for growth. You'll have the opportunity to make an impact on fast-growing startups and dynamic companies.

·   Meaningful work & Growth: We take every opportunity to stretch ourselves and deliver an excellent client experience.

·   Employee as our biggest asset: We are genuinely invested in our people's career and welfare.

·   Global reach & local impact: Get to work with high-growth startups and dynamic companies from the comfort of your own home.

·   Powering global startups: We've created 1,400 Filipino jobs that empower global start-ups to focus on growth.