WFM - Associate Process Specialist - BGC

Infosys BPM Philippines; Taguig; On-site; PHP 558,000 - 837,000; Full time

Benefits offered by this job

HMO for employee + 2 dependents on Day

Quarterly performance bonus

Job summary

Infosys BPM Philippines is seeking a Workforce Management Senior Associate to optimize staffing for client operations. You will forecast volumes, build staffing models, and provide data-driven recommendations to drive efficiency.

The role requires 3 years of WF experience, proficiency in MS Excel, and familiarity with WFM tools. The position is onsite at BGC Taguig with shifting schedules and opportunities to start ASAP.

Qualifications

• Bachelor's degree graduate, any field.
• 3 years of WF experience, preferably in BPO/Shared Services.
• Exposure to Scheduling, Capacity planning, Forecasting and Reporting.
• Knowledge with using WFM Scheduling tools (Verint, Genesys, IEX, Aspect, or the like) is a plus.
• Strong MS Office Tools knowledge (Excel in particular).
• Strong initiative and follow-through; strong organizational skills; detail-oriented.
• Flexibility to follow directions; able to manage multiple tasks; good analytical and decision-making skills; client-focused.
• Excellent listening and communication skills; highest ethics and integrity.
• Able to work in shifting schedules.
• Onsite work at BGC Taguig.
• Able to start ASAP.

Responsibilities

• Create forecast and staffing models to ensure workforce is staffed optimally.
• Provide analytical support for business initiatives and market conditions.
• Build relationships and communicate trends or concerns with data-backed recommendations.
• Identify upcoming initiatives or changes impacting volumes or staffing and assess effects on staffing needs.
• Generate volume forecasts for inbound contact center and processing departments; maintain forecasting models.
• Monitor staffing drivers against plan and advise on necessary actions.

Skills

Scheduling

Capacity planning

Forecasting

Reporting

MS Excel

Initiative

Organization

Analytical skills

Client-focused

Communication

Education

Bachelor's degree in any field

Tools

Verint

Genesys

IEX

Aspect

Job description

Are you ready to make an impact? Join as a Workforce Management Senior Associate and jumpstart your career!

Qualifications:

• Bachelor's degree graduate, any field.
• 3 years of WF 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; Detail-oriented.
• Flexibility and ability to follow directions; Able to manage multiple tasks effectively; Good analytical and strong decision-making skills; Client-focused.
• Effective listening, empathy, build rapport, excellent verbal and written communications.
• Highest standards of ethics and integrity.
• 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.
• HMO for Employee and 2 Dependents (On Day 1)
• Quarterly performance bonus