Workforce Associate (Intra-Day Operations Associate)

Siegen HR Solutions; Mandaluyong; On-site; PHP 334,800 - 502,200; Full time

Job summary

A leading HR solutions provider is looking for a Workforce Associate in Mandaluyong, Philippines. This role focuses on optimizing metrics and ensuring adherence to schedules in a dynamic business operations environment. Candidates should have experience with real-time management systems and strong communication skills. The position involves monitoring agent attendance and supporting the operations team to meet service level agreements. Competitive salary and growth opportunities offered.

Qualifications

• Proven experience in real-time management systems.
• Must handle scheduling and attendance issues effectively.
• Strong communication skills to report key performance indicators.

Responsibilities

• Monitor Real Time Adherence and Queue Management.
• Ensure timely logins/logouts and control attendance.
• Generate and deliver real-time reports and manage exceptions.

Skills

Experience with Real Time Management systems

Good number crunching skills

Communication skills

Ability to execute escalation processes

Performance measurement skills

Real-time strategy development

Monitoring agent adherence

Tools

Avaya

CUIC

Genesys

In Contact

Job description

Workforce Associate (Intra-Day Operations Associate)

Job Openings Workforce Associate (Intra-Day Operations Associate)

About the job Workforce Associate (Intra-Day Operations Associate)

OVER ALLPURPOSE OF THE JOB:

The WorkforceServices Associate is responsible for driving delivery of metrics and optimalperformance through continuous interaction with stakeholders with the intent ofachieving contractual objectives and corporate goals.

RESPONSIBILITIES:

• Responsible for RealTime Adherence and Queue Management for Business Operations. Specifically, theprimary responsibility of the individual is to monitor and manage siteactivities to support client/account service level agreements.
• Responsible forensuring scheduled team logins/ logout on time, manage, control and report nonadherence to schedules.
• Adheres toprescribed formats in updating attendance, schedule swaps
• Manages requiredreal time reporting requirement deliverables via service menus and ad-hocrequirements.
• Acts as Point ofContact in processing and identifying schedule exceptions (e.g. trainings,coaching) including minimum length, approval, data entry responsibilities, andtracking.

SKILLS AND QUALIFICATIONS:

• Experience andworking knowledge in using Real Time Management systems (e.g. Avaya, CUIC,Genesys, In Contact)
• Exhibits good numbercrunching skills.
• Displays goodcommunication skills to relay impact on KPIas a result of attendance and adherence issues.
• Ability to executeprescribed escalation processes (notifications and alert levels) bycoordinating with internal and external clients and other departmentsduringsystem outages and service levelchallenges.
• Provides impact andRCA on performance by having firm grasp of over and under report and measureactual performance against planned and be able to articulate reasons for SLmiss.
• Develops andexecutes real time strategies to enhance program efficiencies, adherence andproductivity.
• Monitor real timeagent adherence and escalate to proper channels
• Monitor agentattendance and report any aberrations to Operations.
• Adheres to DANERapproach in monitoring real time activities.
• Work closely withOperations management to assist them in enforcing schedule adherence and calltime threshold guidelines for the program.