Senior Specialist - Workforce Management – Real Time
TTEC
Cainta, Rizal, Philippines
4d ago

Senior Specialist - Workforce Management Real Time

At TTEC, we’re all about the Human Experience. Elevated. As a Senior Specialist - Workforce Management Real Time, you’ll be a part of creating and delivering amazing customer experiences while you also #ExperienceTTEC, an award-winning employment experience and company culture.

What You’ll be Doing

Have a passion to solve work puzzles in real time? Are you looking for an opportunity to experience something new each day?

In this role, you'll bring your creativity and individuality to ensure staffing needs are coordinated and proper adjustments are made in daily programs to meet clients’ needs.

You’ll analyze and compare staffing daily headcount to total headcount, how many people are necessary for each hour, and make recommendations on how to staff the total program.

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 and analyzing staffing needs to adjust the program for success

Use your knowledge and understanding of client needs to analyze and prepare staffing reports with new information

Forecast staffing and recommend headcounts on a day-to-day, short-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

Associate degree, technical school or equivalent work experience

6 months or more data analysis 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

Knowledgeable, encouraging, supporting and present leadership

Diverse and community minded organization

Career-growth and lots of learning opportunities for aspiring minds

And yes... all the competitive compensation, performance bonus opportunities, benefits you'd expect and maybe a few that would pleasantly surprise you

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 disruptive 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. TTEC embraces and is committed to building a diverse and inclusive workforce that respects and empowers the culture 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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