BPO Process Specialist - WFM (Alabang) | Onsite

TASQ Staffing Solutions; Muntinlupa; On-site; PHP 446,400 - 669,600; Full time

Benefits offered by this job

HMO for Employee and 2 Dependents (On Day 1)

Quarterly performance bonus

Outstanding career development opportunities

15% Night Differential

24 Leaves Annually

Job summary

A leading staffing solutions firm is looking for a Process Specialist to ensure optimal staffing for their business partner's workforce. The ideal candidate will have a bachelor's degree and at least 3 years of experience in workforce management (WFM), preferably within BPO or shared services. Responsibilities include creating forecasts and resource planning oversight. Benefits include HMO coverage from day one and performance bonuses. This position is based onsite in Alabang, Philippines.

Qualifications

• 3 years of WFM experience, preferably in BPO/shared services.
• Knowledge of scheduling, capacity planning, forecasting, and reporting.
• Amenable to working in shifting schedules and onsite.

Responsibilities

• Create forecasts and staffing models to optimize workforce.
• Provide analytical support for business initiatives.
• Generate volume forecasts for contact center departments.

Skills

WFM experience

MS Office Tools (Excel)

Scheduling tools (Verint, Genesys)

Education

Bachelor's degree

Tools

WFM Scheduling tools

Job description

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