Workforce Management Specialist | WFM Wizard

Work location: Makati

Work setup: Onsite

Work schedule: 40 hours/week (day shift)

• MUST HAVE

Bachelor's degree in Business Administration, Operations Management, or a related field.

• Must have minimum 3 years of experience as Workforce Management Specialist.

Must have experience in workforce management, forecasting, and scheduling.

• Must have experience in using WFM tools, including WFM wizard and other relevant software for forecasting and capacity planning

Familiarity with Avaya real-time display/call management system for monitoring schedule adherence.

• Ability to perform real-time schedule adherence monitoring and make adjustments to staffing assumptions based on volume, AHT, and shrinkage

Must have experience with productivity reports, sales reports, and compliance reports.

• Proficient in generating interval staffing adherence reports and various agent-related performance reports as needed by CS operations.

Must have experience with Microsoft Office tools.

• Effective communication skills to notify and flag CSRs and team leaders of non-compliance to schedules and performance targets.

Excellent organizational skills to maintain various files and templates related to forecasting, scheduling, and reporting

• Maximum of 30 days notice only.

Job Description

• Forecasting

Create and update intra-day forecast for all units in CS.

• Maintain the intra-day performance template to ensure all variables related to forecasts are updated.

Maintain WFM tools including WFM wizard, WFM capacity plan files to ensure data relevance in terms of forecasts.

• Scheduling

Daily update of the schedule file.

• Update VL tracker file ensuring accuracy of the count of FTE per day.

Update the break schedule file to voluntary OTs, structured OTs or any related real time changes.

• Update the break schedule for all movement of break schedules, and non-phone activities.

Update TKS schedule and ensure accuracy before sending to HR.

• Real Time Monitoring

Real time schedule adherence monitoring comparing actual schedule through Avaya real time display/call management system with the scheduled start time, break, lunches and stop times.

• Notify and flag CSRs and team leaders of any non-compliance to schedules (scheduled start time, break time, ad hoc activities) and to performance targets (AHT, hold time, not ready time).

Adjust staffing assumptions on a real time basis (Volume, AHT, shrinkage) to provide information for developing reactive solutions.

• Approve or reject requested off-phone activities depending on the over and understaffing report. Coordinate with the Unit head and WFM for agent pull-outs that pose major staffing shortages.

Perform daily agent attendance checks for tardiness and absenteeism per shift start time.

• Document unexpected events on a real time basis such as absenteeism, ad hoc training, callouts, BCP, and emergency off phone activities. Then re-compute the expected effect on the performance to provide information for developing reactive solutions.

Generate Interval staffing adherence report on a daily basis.

• Generate agent related performance reports as needed by CS operations (Inbound, Alt channels and service provider management). Reports as follows productivity reports, sales reports, compliance reports.

Job Type: Full-time

Benefits:

• Health insurance

Schedule:

• Day shift

Monday to Friday
Supplemental pay types:

• 13th month salary

Overtime pay

Ability to commute/relocate:

• Taguig City: Reliably commute or planning to relocate before starting work (Preferred)

Education:

• Bachelor's (Preferred)

Experience:

• Workforce Management: 3 years (Preferred)

Forecasting and Scheduling: 3 years (Preferred)
* WFM tools: 3 years (Preferred)