Real-Time Workforce Specialist - WFM & Analytics

Everise Philippines Ltd.; Molino; On-site; PHP 446,000 - 692,000; Full time

Benefits offered by this job

Work-from-home program

Equal opportunity employer

Job summary

Everise Philippines Ltd. is seeking a Specialist - RTA to support multiple functions and drive accuracy in contact center tasks.

The role requires meticulous attention to detail and the ability to process requests quickly and accurately across several stakeholders. You will manage real-time workforce activities, update systems, and provide timely operational reporting while ensuring adherence to company policies.

Qualifications

• 2 years of workforce experience in real-time management.
• Experience adding and removing people from systems preferred.
• Must have solid verbal and written communications skills.
• Must have flexibility to work during any hours of operation.
• High degree of accuracy and timeliness in reporting required.
• Proficient in MS Office Suite (Excel, Outlook).
• Strong quantitative and analytical skills.
• Experience of one or more years using Genesys/Avaya telephony and Aspect/Verint WFM software.

Responsibilities

• Add and remove users to the telephony, WFM and other client systems.
• Update skill changes on individuals and large-scale skill changes.
• Support callout line by taking calls and checking voice mails for updates and updating WFM systems.
• Receive requests from operations regarding coding agents in real-time and future events like PTO, meetings, leaving early, arriving late, temporary schedule changes, coding exceptions for training, etc.
• Reporting as required by internal leadership (i.e., performance reporting, attendance, and adherence reporting, documentation of outages and staffing impacts resulting from these, and any other ad-hoc reporting that may be required).
• Responding to requests, executing requests, documenting completion, and communicating updates timely.
• Completing requests and updates with a high degree of accuracy.
• Conduct regular reporting intraday showing queue level performance across multiple locations.
• Facilitate taking operational requests for schedule alterations and providing approval based on business needs.
• Ensure all company policies and procedures are adhered to, including but not limited to: Security, HR, Operations, etc., and any known infractions of any of these corporate policies and procedures are communicated to the proper company Management immediately.
• Other duties as assigned by management.

Skills

Real-time management

MS Office

Excel

Verbal communication

Written communication

Multi-tasking

Analytical skills

Attention to detail

Flexibility to work any hours

Genesys/Avaya telephony

Aspect/Verint WFM

Tools

Genesys/Avaya telephony

Aspect/Verint WFM

Job description

Everise Philippines Ltd. is seeking a Specialist - RTA to support multiple functions and drive accuracy in contact center tasks.

The role requires meticulous attention to detail and the ability to process requests quickly and accurately across several stakeholders. You will manage real-time workforce activities, update systems, and provide timely operational reporting while ensuring adherence to company policies.