Process Specialist - WFM (BGC Taguig) | Onsite

Tasq Work; Taguig; On-site; PHP 420,000 - 600,000; Full time

Benefits offered by this job

HMO for employee and 2 dependents

Quarterly performance bonus

Career development opportunities

15% Night differential

24 Leaves Annually

Job summary

Tasg Work in Manila is seeking a Workforce Management Analyst to optimize staffing for client operations, develop forecasts, and provide analytical support for business initiatives.

The role requires 3+ years in WFM, scheduling and reporting, and a willingness to work on-site at BGC Taguig with shifting hours. Proficiency in Excel and WFM tools is highly valued.

Qualifications

• Bachelor's or Associate degree in any field.
• 3 years of WFM experience in BPO/Shared Services.
• Experience with scheduling, capacity planning, forecasting and reporting.
• Knowledge of WFM scheduling tools (Verint, Genesys, IEX, Aspect or similar) is a plus.
• Strong MS Office skills, especially Excel.
• Strong initiative, organization and attention to detail.
• Willingness to work rotating shifts and onsite at BGC Taguig.
• Able to start ASAP.

Responsibilities

• Create forecast and staffing models to ensure staffing is optimal for business partner.
• Provide analytical support and advisory for business initiatives and market conditions.
• Build relationships with business partners and communicate trends with data-supported recommendations.
• Identify upcoming initiatives and changes that affect volumes or staffing and adjust drivers accordingly.
• Generate volume forecasts for inbound center and processing departments; maintain forecasting models.
• Monitor staffing drivers versus plan and advise on actions needed.

Skills

WFM tools

MS Excel

Forecasting

Scheduling

Capacity planning

Reporting

Education

Bachelor's or Associate degree

Tools

Verint

Genesys

IEX

Aspect

Job description

Qualifications

• Bachelor's degree graduate, any field or with Associate degree
• 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)
• Strong initiative and follow-through, strong organizational skills and detail-oriented.
• Flexibility and ability to follow directions, able to manage multiple tasks effectively, good analytical and strong decision-making skills and client-focused.
• Amenable to work in shifting schedules.
• Amenable to work ONSITE (BGC TAGUIG).
• Able to start ASAP

Responsibilities

• Ensure that their business partner's workforce is staffed optimally by creating forecast 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; Engages as a trusted advisor, anticipating issues and opportunities.
• Builds effective working relationships with business partners; Proactively communicating trends or concerns and makes data-supported recommendations.
• Works with business partners to identify upcoming initiatives and/or changes to the business model that would impact volumes or staffing; Determines how changes to the drivers of business activities will ultimately affect staffing needs.
• Generates volume forecasts for client's inbound contact center and/or processing departments; Maintains and updates forecasting models using both standard and advanced statistical techniques.
• Continually assesses staffing drivers (volume, handle time, shrinkage, and occupancy) versus plan; Creates awareness within the business as needed and makes recommendations for any necessary action.

Benefits

• HMO for Employee and 2 Dependents (On Day 1)
• Quarterly performance bonus
• Outstanding career development opportunities
• 15% Night Differential
• 24 Leaves Annually