Lead, Workforce and Data Management

RCBC Bankard Services Corporation; Metro Manila; On-site; PHP 600,000 - 900,000; Full time

Job summary

RCBC Bankard Services Corporation in Manila is seeking a seasoned Workforce Management professional to optimize staffing and productivity across a multi-channel contact center.

You will leverage Genesys Cloud, Power BI, and Excel to forecast demand, schedule agents, monitor real-time performance, and deliver timely insights to leadership; you will also drive automation to reduce manual reporting and support UAT for new skills.

Qualifications

• Bachelor's degree in business, data science or related field.
• Proficient with Workforce Management tools, Genesys Cloud, Power BI and Microsoft Excel.
• At least 3 years in a global contact center, with 2 years in Workforce Management.
• Knowledgeable in generative AI for forecasting, automated alerting and AI-based performance insights.

Responsibilities

• Optimize the performance and productivity of a multi-channel contact center workforce.
• Delivers efficiencies using Genesys Cloud, Power BI, and Excel for staffing, scheduling, forecasting, and real-time analytics.
• Provide regular and timely information and actionable insights to leadership.
• Implement automated workflows to reduce manual report creation.
• Create test cases and perform UAT for new skills or modifications.

Skills

Power BI

Excel

Genesys Cloud

Workforce Management

Education

Bachelor's degree in business, data science or related field

Tools

Genesys Cloud

Power BI

Job description

Job Purpose:

• Responsible for optimizing the performance and productivity of a company's workforce supporting a multi-channel contact center and ensuring the business can meet and exceed their goals.
• Delivers efficiencies with the use of Genesys Cloud, advanced analytics using Power BI and Excel, workforce management and workforce optimization tools. It includes blending resources and technology expertise to deliver efficient staffing, agent scheduling, forecasting, real-time performance analytics monitoring, workforce allocation, reporting, compliance tracking, and more.
• Provides regular and timely information and actionable insights to leadership.
• Processes Improvement Initiatives and implement automated workflows to reduce manual report creation.
• Creates test cases and perform UAT as part of adding new skills, or as and when modifications are made.

Job Requirements:

• Bachelor's degree in business, data science or any related field
• Proficient with Workforce Management tools and Genesys Cloud, Power BI and Microsoft Excel
• At least 3 years in a global contact center, with 2 years in Workforce Management
• Knowledgeable in generative AI for forecasting, automated alerting and AI-based performance insights