Lead, Workforce and Data Management

RCBC Bankard Services Corporation; Pasig; On-site; PHP 500,000 - 900,000; Full time

Job summary

RCBC Bankard Services Corporation in Pasig is seeking a Workforce Management Analyst to optimize workforce performance for a multi-channel contact center in Metro Manila. You will drive staffing, scheduling, forecasting, and real-time analytics using Genesys Cloud, Power BI, and Excel.

The role requires a Bachelor’s degree and at least 3 years in a global contact center with 2 years in Workforce Management, plus knowledge of AI-based forecasting and alerts.

Qualifications

• Bachelor’s degree in business, data science or 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.

Responsibilities

• Responsible for optimizing the performance and productivity of a company’s workforce supporting a multi-channel contact center.
• Delivers efficiencies with the use of Genesys Cloud, advanced analytics using Power BI and Excel, workforce management and workforce optimization tools.
• 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.

Education

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

Tools

Genesys Cloud

Power BI

Microsoft Excel

Job description

• 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.