Work Set-up: Night and shifting schedule, work onsite

Location: Cebu

Qualifications:

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  Education:

  
  
  
  
  
  • College Graduate/UG of 2 years (completed 4 sems) of any field.
  
  
  
  


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  Experience:

  
  
  
  
  
  • Must have 2-5 years of WFM experience in a BPO setting.
  
  
  
  


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  Skills:

  
  
  
  
  
  • Knowledgeable in reporting and analytics with a background in RTA/MIS.
  
  
  • Must be knowledgeable in handling different WFM tools (e.g., IEX, eWFM).
  
  
  • Good working knowledge of computer, including MS Office; above-average MS Excel knowledge is required.
  
  
  • Excellent verbal & written communication and presentation skills.
  
  
  • Good interpersonal & people management skills with a problem-solving approach.
  
  
  • Expert knowledge of service procedures.
  
  
  • Good analytical skills in MIS, number crunching & reporting to internal & external customers.
  
  
  • WFM Tool Competency (IEX, eWFM, etc…).
  
  
  • RTA/MIS Experience is advantageous.
  
  
  • Can work with minimal supervision and has initiative.
  
  
  
  


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  Availability:

  
  
  
  
  
  • ASAP joiner is an advantage.
  
  
  
  


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  Work Set-up:

  
  
  
  
  
  • On-site.
  
  
  
  

Principal Responsibilities:

• Prepare and maintain headcount and capacity planners for processes assigned.


• Prepare forecasts for volume, productivity, and shrinkage.


• Prepare monthly reports for individual accounts.


• Validate production and non-production hiring and/or internal movements.


• Analyze scheduling outputs and recommend changes whenever necessary.


• Coordinate with internal and external stakeholders on matters related to capacity planning and hiring.


• Coordinate with cross-functional teams on matters related to resource planning and movements.


• Supervise and train team members performing work tasks and responsibilities.

Candidate Specification:

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  Education Qualification:

  
  
  
  
  
  • The applicant should necessarily have completed Graduation, preferably of Math or science major.
  
  
  
  


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  Experience:

  
  
  
  
  
  • Must have 2-5 years of WFM experience in a BPO setting.
  
  
  
  


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  Responsibilities:

  
  
  
  
  
  • Candidate shall be responsible for all risk management & compliance activities as applicable to this functional role.