AWS Cloud Contact Center Routing & Workforce Specialist

Sagility; Quezon City; Vor Ort; PHP 900.000 - 1.300.000; Vollzeit

Zusammenfassung

Sagility, a leading BPM and technology-driven healthcare solutions provider, seeks an AWS Cloud Workforce & Routing Administration Specialist based in Manila. You will oversee routing, skills, and capacity within AWS-based contact centers and coordinate with US-based teams to implement forecasts and staffing plans without altering customer-facing call flows.

The role requires strong analytical skills, excellent English communication, and experience with AWS Connect or related WFM tools,

Qualifikationen

• Familiarity with forecasting, staffing, and workforce management principles.
• Strong analytical, detail-oriented, and operational troubleshooting skills.
• Excellent written and verbal English communication skills.

Aufgaben

• Administer and maintain agent skills, routing attributes, and capacity constructs within AWS-based contact center services.
• Execute approved routing, skill, and queue changes aligned to workforce strategies and policies.
• Ensure routing logic supports forecasted demand and service levels without modifying call flows.
• Partner with WFM and Operations teams to translate forecasting decisions into routing configurations.
• Validate that skills and routing align with agent proficiency and training status.

Kenntnisse

Forecasting & staffing

Analytical thinking

English communication

Operations troubleshooting

Ausbildung

Bachelor’s degree

Tools

AWS Connect

WFM tools

Jobbeschreibung

Sagility, a leading BPM and technology-driven healthcare solutions provider, seeks an AWS Cloud Workforce & Routing Administration Specialist based in Manila. You will oversee routing, skills, and capacity within AWS-based contact centers and coordinate with US-based teams to implement forecasts and staffing plans without altering customer-facing call flows.

The role requires strong analytical skills, excellent English communication, and experience with AWS Connect or related WFM tools,