Workforce Services Specialist

Gratitude Inc

643 Views

12 hours ago

3-5 Year(s)

Job Description

Key Skills

WFM tools RTA tool 3-5 years experience as Dialer Manager (Workforce) in BPO Setup BPO Experience is a must Workforce Specialist

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Location: Muntinlupa, iHub2 Building / Onsite

Full Time

Shift - Not disclosed to be discussed in the interview process

Salary - Not disclosed to be discussed in the interview process [Please source candidate with salary expectation of not more than 100k]

JOB DESCRIPTION

Responsibilities:

Responsible for coordinating and guiding Intraday Teams to ensure focus on Profitability, Resource Planning, day-to-day schedule adjustments, real-time service issues, RTA activity, adherence and schedule compliance, and provide key reporting details.

This position needs to be aware of the financial situation of the account being handled and needs to drive profitability by resource optimization and cost reduction in collaboration with Operations and other departments.

This position needs to drive high client satisfaction by managing service levels situations and providing staffing, scheduling and Real-Time Adherence solutions.

This position increases employee satisfaction through accurate, adherence and compliance tracking and enhances company profitability through utilization optimization and intra-day analysis.

Manages internal and external audit with processes and controls.

Responsible for the development of resources under his/her span

JOB QUALIFICATIONS

Bachelors Degree

With 5-years overall workforce management (WFM) related experience (at least 3-years supervisory/ management experience)

Required experience in either of the following skills: RTA (Real Time Adherence), Scheduling, Capacity Planning and Forecasting

Role

Team Leader

Timings

Flexible (Permanent)

Industry

BPO

Work Mode

Work from office

Process

Non-Voice

Functional Area

ITES / BPO / Customer Service

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