Workforce Analytics & Optimization Lead

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

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.