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Workforce Specialist

2 to 4 Years

Aldesa BPO

Established in 2019
11-50 Employees

10th Flr. IT Tower 2, Cebu Business Park, Luz, Cebu City, Cebu

Total vacancies for this job title : 1

Posted On: May 03, 2021

Job ID: 379593

Details


WORKFORCE SPECIALIST
 
Job Summary:
 
Monitor and manage schedules, adherence, service levels, call routing and intraday activities for all lines of business (LOB) within Aldesa BPO. Utilize applicable technology and applications in executing tasks and supporting business objectives.
 
Job Responsibilities:
  • Update employee information in WFM Scheduling Software when associates join or depart the company.
  • Process email requests submitted by our internal business partners, including requests for schedule updates, PTO updates, intraday schedule changes and others.
  • Update Overtime, Off-Phone events, adherence exceptions, shift swaps and other requests in WFO Scheduling Software
  • Update hierarchy change requests.
  • Process associate time off and schedule requests.
  • Monitor Contact Volume/Signboards, WFO Intraday Metrics, and related Service Levels.
  • Communicate any concerns to Sr. Specialists, Team Leads and LOB leaders.
  • Pause/resume Intraday Automation rules when necessary.
  • Adjust Associate workgroups and skills in Call Software when necessary to properly prioritize calls.
  • Handle and log absence notifications from Associates.
  • Provide excellent customer service to our internal business partners through all channels.
  • Balance payroll savings and Service Level achievements through managing workforce shifts.
  • Offer Voluntary Time Off or Overtime based on staffing levels and call demand.
  • Report weekly on associate performance and provide suggestions for improvement.
Job Qualifications:
  • Contact Center or Workforce Management experience
  • Proficient in Microsoft Office Applications
  • Flexible hours and work schedule
  • Strong communication and customer service skills
  • Able to work in a team environment.
  • Self-driven to meet and exceed expectations.
Preferred Applicant Must Have:
  • Experience with Verint or related WFO software
  • Experience with DOMO or related data visualization software
Apply, Get Hired and Enjoy the Following Benefits: 
  • Competitive compensation package (basic + allowances)  
  • Aldesa Rewards  
  • Annual Attendance Bonus (upon regularization) 
  • HMO Coverage (upon regularization)

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