Process Specialist - WFM (BGC Taguig) | Onsite
Qualifications:
- Bachelor's degree graduate, any field or with Associate degree
- 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)
- Strong initiative and follow-through, strong organizational skills and detail-oriented.
- Flexibility and ability to follow directions, able to manage multiple tasks effectively, good analytical and strong decision-making skills and client-focused.
- Amenable to work in shifting schedules.
- Amenable to work ONSITE (BGC TAGUIG).
- 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 forecast 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; Engages as a trusted advisor, anticipating issues and opportunities.
- Builds effective working relationships with business partners; Proactively communicating trends or concerns and makes data-supported recommendations.
- Works with business partners to identify upcoming initiatives and/or changes to the business model that would impact volumes or staffing; Determines how changes to the drivers of business activities will ultimately affect staffing needs.
- Generates volume forecasts for client’s inbound contact center and/or processing departments; Maintains and updates forecasting models using both standard and advanced statistical techniques.
- Continually assesses staffing drivers (volume, handle time, shrinkage, and occupancy) versus plan; Creates awareness within the business as needed and makes recommendations for any necessary action.
Benefits:
- HMO for Employee and 2 Dependents (On Day 1)
- Quarterly performance bonus
- Outstanding career development opportunities
- 15% Night Differential
- 24 Leaves Annually
As published by workable
First name, Last name, Email, Headline, Phone, Address, Photo, Education, Experience, Summary, Resume, Cover letter, How did you know about this position?, How many months of BPO experience do you have?, Please indicate the exact number of BPO experience you have in months (i.e. 36). If not applicable, indicate 1., Based on your prior BPO experience, please select ALL lines of businesses that you've already supported below. For those without experience, please select N/A., What is your highest educational attainment?, What course/s did you take up in college and/or in TESDA? List down all that applies (i.e. BS Accountancy, Manufacturing). If you did not reach college or take a TESDA course, kindly indicate N/A., Which location are you residing in? (City of Residence), Which location do you prefer working in?, When is the soonest you are available to start working?, How much was your last monthly compensation package (in PESO)? (i.e. 16000), How much is your expected salary (in PESO)? (i.e. 18000), What time between Mondays to Fridays, 9am to 5pm, are you available for a phone call?