Serve as the primary point of contact on workforce management policies
Serve as subject-matter expert on workforce optimization issues
Responsible for reporting data management activities around employee schedules
Improve processes and increase efficiency of operations by recommending necessary changes
Responsible for the tracking and consolidation of attendance and plotted leaves every cutoff period.
Bachelors Degree with at least 1yr of BPO experience
Proficient with Microsoft Excel and Office, in order to store data, create reports, produce schedules and perform other tasks
Possess knowledge or relevant experience scheduling, real time management and reporting. Also require the ability to summarize, visualize, and present data.
It is also vital that they possess knowledge of key call center metrics, including expected occupancy, utilization, service levels, handle time, abandonment rate, and ASA.
