Job Description - Senior Specialist, WFM Planning (03WPB)
Senior Specialist, WFM Planning
Be the spark that brightens days and ignite your career with TTEC's award-winning employment experience. As a Senior Specialist - Workforce Management – Planning working remotely in Lipa, Batangas, you'll be a part of bringing humanity to business.
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What You'll be Doing Have a passion to solve work puzzles? Are you looking for an opportunity to experience something new each day? In this role, you'll bring your creativity and individuality to make sure correct staffing is in place and proper adjustments are made based on the clients' needs. With a passion to continuously improve processes, you'll analyze and compare staffing and revenue reports from the past to prepare daily, weekly, and monthly reports to make recommendations for upcoming months. Enjoy thinking about the big picture and planning for the future to support the team and clients? You'll make sure scheduling policies are followed as you survey the landscape for what's ahead and support the business in this key planning role.
You'll report to the Manager, Workforce Management. You'll impact the business, the teams you support, and the various departments that you partner with on a consistent basis through your analysis and recommendations.
During a Typical Day, You'll · Pinpoint areas for improvement through monitoring call volumes, managing agent staffing, scheduling processes, and forecasting future needs for a successful client program
· Use your knowledge and understanding of client needs to analyze and prepare staffing reports while comparing new information to old reports
· Forecast and recommend staffing headcounts on a long-term basis
· Bring your time management and organizational skills to manage multiple, complex, on-going tasks
· Work across many departments to implement existing and new processes built for success
What You Bring to the Role · 6 months or more data analysis experience
· Associate degree, technical school or equivalent work experience
· Engage and support the team in making sure they have the proper tools and systems to accomplish day-to-day tasks
· Solution-oriented mindset
· Understanding, interpreting, and manipulating data for reporting
What You Can Expect · Supportive of your career and professional development
· An inclusive culture and community minded organization where giving back is encouraged
· A global team of curious lifelong learners guided by our company values
· Ask us about our paid time off (PTO) and wellness and healthcare benefits
· And yes... a great compensation package and performance bonus opportunities, benefits you'd expect and maybe a few that would pleasantly surprise you (like tuition reimbursement) Visit for more information.
About TTEC Our business is about making customers happy. That's all we do. Since 1982, we've helped companies build engaged, pleased, profitable customer experiences powered by our combination of humanity and technology. On behalf of many of the world's leading iconic and hypergrowth brands, we talk, message, text, and video chat with millions of customers every day. These exceptional customer experiences start with you.
TTEC is proud to be an equal opportunity employer where all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. TTEC embraces and is committed to building a diverse and inclusive workforce that respects and empowers the cultures and perspectives within our global teams. We aim to reflect the communities we serve, by not only delivering amazing service and technology, but also humanity. We make it a point to make sure all our employees feel valued, belonging, and comfortable being their authentic selves at work. As a global company, we know diversity is our strength because it enables us to view things from different vantage points and for you to bring value to the table in your own unique way.
TTEC is proud to be an equal opportunity employer. TTEC embraces and is committed to building a diverse and inclusive workforce that respects and empowers the cultures and perspectives within our global teams. We strive to reflect the communities we serve by not only delivering amazing service and technology, but also humanity. We make it a point to make sure all our employees feel valued and comfortable being their authentic selves at work. As a global company, we know diversity is our strength. It enables us to view projects and ideas from different vantage points and allows every individual to bring value to the table in their own unique way.
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