The Workforce Specialist is accountable for scheduling, real time adherence, forecasting and analysis, reporting, shift bids, and assisting Operations in managing agent staffing based on client requirements.
Monitor attendance and generate attendance reports;
Work with Management Team to effectively coordinate all off phone activities such as but not limited to team meetings, trainings and coaching;
Escalate relevant information on performance to Management and maintain proper documentation;
Assist all departments and accounts in staffing and scheduling;
Plot schedules on the Workforce Management System (WMS) and update in a timely manner;
Approve/deny overtime and undertime request;
Review leave of absence application, track absenteeism, check shift swap and monitor voluntary time off;
Verify and process disputes;
Identify and resolve attendance concerns;
Update head count from time to time; and
Perform other duties as assigned.
Excellent in written and verbal communication skills;
Excellent computer skills including Microsoft Office application;
Strong interpersonal skills in dealing with a diverse population;
Strong analytical, numerical organizational skills and attention to detail;
Enthusiastic, professional and confident personality;
Adaptable and flexible to changing work environment; and
Willing to work on weekends and holidays, on a day and night shift, and when called for emergency and urgent cases.
Preferably IT graduates
WILLING TO BE RELOCATED IN CEBU CITY