Job Description:
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.
Job Specifications:
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.
Job Qualifications:
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