Workforce Management Specialist, Cebu City in Cebu City, Central Visayas
The Workforce Management Specialist is responsible for providing value-added analysis of the current, future and prospective workforce. The candidate will analyze data from several systems that provide scheduling and appointment history. They will use data and tools to recommend and implement staffing and schedule decisions and create a continuous feedback loop with business partners in order to successfully fulfill our supply chain of staffing and hours of availability.
Responsibilities:
Experienced with assessing business needs, applying data from several sources into dynamic and predictive models
Ability to capture and share business partner feedback to deliver a staffing schedule that allows the business to optimize service delivery and profitability
Focus on real time management, reporting and outage management
Work with Operations Team Leads and Managers in order to meet the targets, ensuring that agents follow their schedules and provide real time schedule adjustments
Desired Skills and Experience:
Passionate about problem solving and comfortable with streamlining processes.
Diplomatic, flexible and able to deliver projects that support profitable growth and a culture of excellence.
Excellent organizational and time-management skills to handle multiple tasks and priorities
Basic knowledge of Forecasting and Scheduling software preferred
Technical aptitude to learn new systems quickly and to understand system functionality
Detail oriented to ensure accuracy
High level of integrity, honesty, and judgment
Strong attention to detail and desire to follow procedures
Basic Qualifications:
Bachelor’s degree preferred or minimum of 2 years call center experience
Previous Workforce experience is preferred
Excellent written and verbal communication skills to effectively interact with colleagues
Working knowledge of database applications such as MS Office(Excel, Outlook, PowerPoint), or ability to learn technology quickly
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