Lead, Workforce and Data Management

rcbc bankard services corporation; Philippines; On-site; PHP 700,000 - 1,100,000; Full time

Job summary

rcbc bankard services corporation is seeking a Workforce Management lead to optimize the performance and productivity of a global, multi-channel contact center. You will deploy Genesys Cloud, Power BI, and Excel to forecast, staff, and monitor real-time performance metrics.

You will provide leadership with timely insights, drive process improvements, and automate reporting workflows while creating test cases and conducting UAT for new skills and changes.

Qualifications

• Bachelor’s degree in business, data science or related field.
• Proficient with Workforce Management tools, Genesys Cloud, Power BI and 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 company’s workforce supporting a multi-channel contact center.
• Deliver efficiencies with Genesys Cloud, Power BI and Excel, covering staffing, scheduling, forecasting and analytics.
• Provide regular and timely information and actionable insights to leadership.
• Implement process improvements and automated workflows to reduce manual report creation.
• Create test cases and perform UAT as new skills are added or modifications are made.

Skills

Genesys Cloud

Power BI

Microsoft Excel

Workforce Management

Forecasting

AI-based insights

Education

Bachelor’s degree in business or related field

Tools

WFM tools

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.