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Asoc. Iii, Workforce Management, Cebu

Philippines, Cebu, Cebu
Last update 2025-03-17
Expires 2025-04-17
ID #2625018826
Free
Asoc. Iii, Workforce Management, Cebu
Philippines, Cebu, Cebu,
Modified February 26, 2025

Description

RESPONSIBILITIES

  • Maximize callouts of agents’ behavior and non-adherence based on approved documentation from Operations and WFM stakeholders, handling pending time-off requests and schedule changes, checking and flagging them according to individual performance in terms of thresholds set for Talk, Hold Time, and ACW.
  • Real-time monitoring of assigned program queues and applying corrective actions to achieve and optimize KPI / contractual requirements.
  • Tracking of relevant events and incidents such as attrition, absenteeism, and unproductive hours that potentially affect current and future schedules.
  • Weekly to real-time planning and scheduling of off-production events (e.g. training, meeting, etc.) without compromising client requirements.
  • Routing and allocating agent skillsets using a documented structured approach.
  • Processing and approval of tickets and requests via IEX / IEX Web station or any other WFM ticketing tool from Operations regarding (preferred) changes to the published schedules.
  • Build, maintain, and prepare hourly, intraday/end-of-day, weekly, and monthly historical data while ensuring timeliness and accuracy of information.
  • Analyze real-time volume trends and make staffing adjustments to ensure service level productivity/efficiency and other KPI goals are met.
  • First POC for any escalations, outages, system issues, or any other production-impacting situations while providing continuous updates to stakeholders regarding status issues.
  • Coordinate and collaborate with Operations, IT, HR, and other departments to ensure 100% production functionality.
  • Recommend procedural and operational guideline changes to improve communications and operational efficiency.

    • ADDITIONAL REQUIREMENTS:

  • Minimum high school diploma or equivalent
  • Strong command of the English language and effective business operational language
  • Excellent communication skills – both written and verbal
  • Advanced proficiency in mathematical and analytical skills
  •  Effective collaboration with various team members and departments
  • Basic computer skills and elementary Proficiency and knowledge of MS Office (Excel, Outlook, Word) and Windows OS X
  • Ability to focus on performance and results and take initiative to act accordingly.
  • Knowledge of general contact center processes
  • Identifying problems and solving

    • PREFERRED, NOT REQUIRED:

  • Knowledge of and/or experience with WFM systems, preferably NICE IEX 6.4 or In Vision.
  • Knowledge of the COPC methodology
  • Knowledge of the Lean Six Sigma methodology
  • Elementary knowledge of the complete WFM process, specific calculations, procedures, tools, and terminology
  • Analytics experience or training in the field

    • BENEFITS & PERKS:

  • Competitive base salary
  • Overtime available
  • HMO coverage & other company benefits
  • Life insurance upon joining.
  • State-of-the-art facilities & great work environment 
  • Paid training
  • Opportunity for career growth within

    • Job details:

    Job type: Full time
    Contract type: Permanent
    Salary type: Monthly
    Occupation: Asoc. iii, workforce management

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