Workforce Assistant

Posted on 22 Jun 2021
Expiring on 27 Jun 2021

PHP 30k/ month


Creating forecasts as needed to determine call volume arrival patterns, combine forecasts into summaries, and report for weekly agent schedule staffing and potential headcount short and long term goal adjustments, as well as recommendations on potential new client volume.
Tracking terms, leaves, active states of agents to verify real-time headcount and skill count needs by forecast.
Organize and send out communications to the service level managers/trainers on suggestive and recommended training counts and goals by forecast’s volume to ensure proper service levels
Responds to agent schedule change request emails, review and maintain quality availability standards.
Communicates with the workforce manager to maintain call handling goals and proper upkeep of all related systems and resources
Accepting and processing new media schedules/call forecasts across all media types and forms.
Recalibrating Forecasts – look at call volume for the previous day, identify trends in the call arrival patterns, compare it to current headcount (taking terms, leaves, active states into account) adjust for the current day and forward
Determine schedule adherence data – compare the VST, attendance infractions against worked hours.
Track and trend all data as it relates to call handling and workforce management (trending hours worked, hours scheduled, utilization, talk time, adherence).
Providing staffing reports if requested (ad hoc info).
Reporting any concerns/Issues with schedules, to VP WFM/ WFM Planning Specialists.
Prepares productivity reports (Daily/weekly).
Other duties as assigned.
Job Requirements:

Must have at least 1 year experience in workforce management, BPO setting.
Functional experience in using Workforce Management tools.
Strong computer skills; advanced knowledge of MS Excel is preferred.
Detail Oriented; ability to multitask and work in a time critical environment.
Ability to be flexible and quickly adapt to changing business needs and processes.
Graduate of any Bachelor's degree, undergraduates with at least 2 years in college are welcome to apply.

Additional Details

  • Location: Makati, Metro Manila
  • Job Type: Full Time
  • Timing / Shifts: 5 Day Week