Manager | Workforce Management BPO

Showcase your talents. Create your success story with us

We are looking for an awesome and talented Workforce Management professionals for our growing awesome WFM team

• Workforce Manager
• Workforce Scheduler
• Workforce Real Time Analyst

WFM Real Time Analyst/Scheduler

As A Real time Analyst you will manage and ensure that the service level agreements for various programs are met. You will oversee the call volume, daily attendance, and program break schedules. Assist with creation if metrics and targets for services continuously monitor and record statuses of the workforce, showing which agents are on the phone and which are not in such a quick manner so that action can be taken immediately.

Responsibilities:

A. Real Time Queue and Service Level Management

a. Facilitates monitoring of various programs assigned to him/her. i. Ensures that interval and day wise service levels are met through off the phone activity and break management. ii. Maintains AHT updates and regularly flags defaulters. iii. Engages with Operations to inform of current queue status and what they need to do to mitigate service level shortfall. b. Provides break and OTP schedules to Operations

B. Reporting Management

a. Facilitates interval and day end reporting for various programs b. Ensures that attendance reporting is current at all times

C. Maintains Timekeeping tool

a. Facilitates upload of employee schedules into the timekeeping system b. Facilitates corrections/amendments to scheduling information c. Generates compliance reports and other reports coming from the timekeeping system

Requirements:

• Has general knowledge of Service Level, Occupancy and Capacity
• Has experience in dealing with Operations Personnel at various levels in terms of real time schedule management
• Advanced skills using Microsoft Excel: Formatting/Conditional Formatting, Logical (IF) Functions, Mathematical Operations, References and Lookups, Pivot Tables, Graphs
• Ability to prioritize and meet tight deadlines
• Analytical with attention to detail
• Ability to maintain composure in critical situations and communicate clearly with both internal and external stakeholders
• Demonstrates high degree of ability to analyze data, using the data to drive decision making and implement effective resolutions
• Excellent English communication, listening skills, and Proven ability to build relationships quickly
• Has above average grasp of Mathematical and Statistical concepts
• Must be amenable to work onsite and can also do work from home set up should the need arise
• Willingness to work on a graveyard/night shift schedule in Bonifacio Global City, Taguig City

Other info:

• Application Process: 1 Day hiring (Onsite Process depending on the availability of the hiring managers)
• Work set up: Onsite
• Schedule: Shifting
• Salary Range: Your current and expected salary as well as your interview with the hiring managers will be considered for the offer

What's in it for you?

Our people enjoy some amazing perks, check out a few below:

• Competitive salary package
• Exciting employee engagement activities
• Learning sessions every week
• Fast career growth
• Accessible location
• HMO
• OT/Holiday pay
• Leave credits
• Leave conversions
• Night differential
• Uncapped annual appraisal
• 2 days off

And most importantly, you'll be part of a growing company with dynamic and engaging team.

Interested? Here are ways to reach us:

• Send a message to | Yana and Krizia)
• Please make sure to complete this application form:
• Walk in and look for YAN/KRIZIA-our office located at 12th Floor SIX/NEO (previously Net Lima) 26th street 5th avenue BGC, Taguig