WFM Associate Process Specialist BGC Taguig

TASQ Staffing Solutions; Taguig; On-site; PHP 450,000 - 750,000; Full time

Benefits offered by this job

HMO

Quarterly bonus

Career development

Night differential

Leaves

Job summary

TASQ Staffing Solutions is seeking a Workforce Management Analyst to ensure optimal staffing for business partners. You will build forecasts, staffing models, and analytical support to drive data-driven decisions in a fast-paced environment.

The role requires 3 years of WFM experience in BPO/Shared Services, strong Excel skills, and the ability to work onsite in BGC Taguig with shifting schedules. Immediate availability is preferred.

Qualifications

• Bachelor's degree or associate degree required.
• 3 years of WFM experience, preferably in BPO/Shared Services.
• Experience in Scheduling, Capacity planning, Forecasting and Reporting.
• Knowledge of WFM tools (Verint, Genesys, IEX, Aspect) is a plus.
• Strong MS Excel skills and data analysis abilities.
• Able to work in shifting schedules and onsite at BGC Taguig.
• Immediate availability.

Responsibilities

• Create forecast and staffing models to optimize partner workforce.
• Provide analytical support for initiatives and market conditions.
• Communicate trends and data-driven recommendations to partners.
• Identify upcoming initiatives affecting volumes and staffing.
• Generate volume forecasts for inbound contact center and processing units.
• Monitor staffing drivers and adjust plans as needed.

Skills

WFM experience

Scheduling

Forecasting

Capacity planning

MS Excel

Analytical skills

Attention to detail

Shifts flexibility

Education

Bachelor's degree

Associate degree

Tools

Verint

Genesys

IEX

Aspect

Job description

Job Description:

Qualifications:

• Bachelors 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
• IMPORTANT: PLEASE UPDATE YOUR CV TO CLEARLY INDICATE YOUR EXPERIENCE WITH RTA, EXCEL, FORECASTING, SCHEDULING, AND CAPACITY PLANNING IF ANY.

Responsibilities:

• Ensure that their business partners 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