Workforce Management

- Acts as 1st level of escalation of Intraday Analysts in terms of misses in SL or challenges with Operations in executing real time action plans.
- Functions as 1st level of escalation in terms of reporting inquiries or troubleshooting of reports.
Provides input to WFM team in terms of conceptualizing intraday reports that drive efficiency to the team and also help in Operations performance.
- Provide trainings and conduct knowledge transfer sessions to other WFM members especially new members on WFM tools and function as go-to person when there are inquiries arise from RTAs and Operations.
- Primarily responsible to generate performance reports and provide input and recommendation on reporting, and analysis based on performance trends.
- Required to follow the planned data collection, including the types of data and time of data.
- Automate reports to reduce inefficiencies by designing macros.
JOB QUALIFICATION
- Open to College Undergraduates with relevant experience (BPO or Non-BPO)
- At least 6 months to 1 year RTA experience; other WFM experience is a plus but not required.
- Good knowledge in MS Office (Word, Excel, PowerPoint)
- No specific tool requirement; good to have if with experience in WFM Tools (ex.
eWFM, IEX, CMS Avaya, Blue Pumpkin, Aspect); No exam
- Open to resources who are functioning as interim/ad on tasks workforce