9 дней назад
Workforce Management Senior/Lead Associate
Вакансия из Hirify Global, списка международных tech-компанийДля мэтча и отклика нужен Plus
Мэтч & Сопровод
Для мэтча с этой вакансией нужен Plus
Описание вакансии
Текст:
TL;DR
Workforce Management Senior/Lead Associate (WFM/MIS): Managing forecasting, capacity planning, scheduling, and real-time workforce operations for contact center services with an accent on staffing optimization, service-level monitoring, and performance analytics. Focus on generating operational insights, identifying root causes of performance gaps, and improving workforce processes with Operations stakeholders.
Location: Metro Manila, Manila, NCR, Philippines
Company
, part of Capgemini, provides AI-powered intelligent operations and transformation services across multiple industries, including banking, healthcare, insurance, logistics, and travel and hospitality.
What you will do
- Manage end-to-end workforce management and management information system functions, including forecasting, capacity planning, scheduling, and real-time management.
- Monitor staffing, service levels, and operational performance against business requirements.
- Create regular and ad-hoc reports, dashboards, and performance insights.
- Identify risks and performance gaps, perform root cause analysis, and recommend corrective solutions.
- Partner with Operations and other stakeholders to optimize staffing, processes, and key performance indicators.
- Support team development through coaching, training, and effective communication.
Requirements
- At least 2 years of BPO experience and 1 year of real-time adherence experience.
- Strong understanding of telephony systems, call center technology, and terminology, including real-time queue monitoring and data analytics.
- Knowledge of CMS guidelines and turnaround time requirements.
- Comprehensive knowledge of Microsoft Word, Excel, and PowerPoint.
- Experience with Cisco Webex is preferred.
Nice to have
- Exposure to schedule generation and the shift-bid process.
- Knowledge of forecasting methods.
Culture & Benefits
- Structured career path and internal progression opportunities.
- Coaching, mentoring, professional development, and skills training.
- Free HMO coverage from day one for the employee and dependents, including a domestic partner.
- Paid leaves and a safe work environment.
- Opportunities to participate in community initiatives through the Cares Foundation.
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