BPO Process Specialist - WFM (Alabang) | Onsite

About the position

About the job: Process Specialist - WFM (Alabang) | Onsite

Qualifications:

• Bachelor's degree graduate, any field.
• 3 years of WFM experience, preferably in BPO/shared services.
• Must also be exposed to Scheduling, Capacity planning, forecasting, and reporting.
• Knowledge with using WFM Scheduling tools (Verint, Genesys, IEX, Aspect, or the like) is a plus
• Has strong knowledge with MS Office Tools (Excel in particular)
• Amenable to working in shifting schedules.
• Amenable to working ONSITE (Alabang).
• Able to start ASAP
• IMPORTANT: PLEASE UPDATE YOUR CV TO CLEARLY INDICATE YOUR EXPERIENCE WITH RTA, EXCEL, FORECASTING, SCHEDULING, AND CAPACITY PLANNING, IF ANY.

Responsibilities:

• Ensure that their business partner's workforce is staffed optimally by creating forecasts and staffing models, providing analytical support for business initiatives as well as market conditions, and making recommendations supporting business decisions.
• Provides resource planning oversight to one or more divisional business units
• Builds effective working relationships with business partners
• Works with business partners to identify upcoming initiatives and/or changes to the business model that would impact volumes or staffing
• Generates volume forecasts for clients' inbound contact center and/or processing departments
• Continually assesses staffing drivers (volume, handle time, shrinkage, and occupancy) versus plan

Benefits:

• HMO for Employee and 2 Dependents (On Day 1)
• Quarterly performance bonus
• Outstanding career development opportunities
• 15% Night Differential
• 24 Leaves Annually

Place of work