Job title: WFM Lead

Process: Airline

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

Location: Cebu

Salary range: 35K - 40K

Requirements:

• Excellent communication skills

• Has good analytical skills for MIS & number crunching;

• Must have 2-5 years RTA/ MIS experience in a BPO setting

• Has knowledge and experience using WFM Tool Competency (IEX, eWFM , etc…)

• Can start ASAP (preferably unemployed)

• College/Bachelor’s Graduate (preferably of Math or Sciences Major)

• Willing to work on-site

• Okay to work on a night and shift schedule

PRINCIPAL RESPONSIBILITIES:

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

• Preparing forecasts for volume, productivity and shrinkages

• Preparing monthly reports for individual accounts

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

• Analysis of scheduling outputs and recommend changes whenever necessary.

• Coordinate with internal and external stakeholders on items 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:

• Has completed Bachelor’s degree preferably in Math or Sciences Major.

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

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

CRITICAL SKILLS REQUIRED:

• Good working knowledge of computer i.e., MS-Office, Above average MS •

• Excel knowledge is required.

• Excellent verbal & written communication & presentation skills.

• Good Interpersonal & people management skills with a good 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