WFM Specialist
The leading BPO solutions provider in Leyte, Philippines, Virtual Staffing Solutions, offers a wide-ranging and comprehensive outsourcing solutions from call center services to back-office support, to highly complex data processing for SMEs and large corporations in the US and UK.
Since its founding in 2018, the team has grown into a strong and competitive player in the BPO scene with over 1500+ employees and counting. Virtual Staffing has built its reputation of flexibility, quality, and industry excellence and has since brought its clients continual success in their business
Responsibilities:
- Manage the real-time activity of our employees including but not limited to agent productivity, AHT, service level, ASA, and queues.
- Analyze, design, develop & implement any existing, or new processes and templates using MS Excel platform to provide our clients the WFM support they require.
- Schedule agents on a weekly and monthly basis to meet client requirements and demands.
- Processes Ad Hoc requests from clients and/or different departments within the organization.
Skills and Requirements:
- Excellent in both oral and written communication skills.
- Has good knowledge and understanding of Workforce Management.
- Minimum of 1 year workforce management experience required including Scheduling, Reporting, Incident/Outage Management and Realtime/Intraday Management.
- Proficient in MS Excel application.
- Strong commitment to meeting or exceeding service level agreements.
- Ability to participate in global, cross cultural members, clients and vendors
- Willing to complete the task recommended even if it involves the smallest job involved.
Location
Tacloban, VIII
Job Type
Regular
Salary
Undisclosed