Workforce Management Senior Analyst
VCC Link, Inc.
Taguig, PH
3d ago
source : Bossjob
  • Manages team members in their day-to-day work performance (distribute task, monitors workloads and backlogs), ensures compliance and coaching
  • Guide and coordinate with the team to ensure focus on Profitability, Resource Planning, day-to-day schedule adjustments, real-time service issues, RTA activity, adherence, and schedule compliance, and provide key reporting detail
  • To improve workflow while decreasing causes of client and customer dissatisfaction.
  • To monitor and handle site activities to support service level agreements. Performs root cause analysis of SLA deviations, creation of action plan and resolution
  • Bachelor's Degree holder of any course
  • Minimum of 5 years of work experience in Workforce management (Scheduling / Forecasting / Planner / RTA)
  • Must have 1-year experience in handling a team / being a Team Leader
  • Must have experience in using Workforce tools (IEX, EWFM, Blue Pumpkin, Genesys, CMS (Avaya))
  • Strong skills in using Excel to create and maintain historical data and forecasting models.
  • Supported different accounts and LOBs
  • Can Work from home or onsite and start ASAP
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