Posted Date: 13-Jul-2017 | Closing Date: 12-Aug-2017
Job Overview
Region Province:
Employment Type:
Position Level:
Monthly Salary:
Educational Attainment:
Work Experience:
Preferred Age:
Preferred Gender:
NCR, Metro Manila
Quezon City
Call Center / IT-Enabled Services / BPO
Supervisor / 5 Years and Above Experience Employee
41,000 - 50,000
Bachelor's / College Degree
5 years
Office Location
  Eastwood City, Eulogio Rodriguez Jr. Avenue, Quezon City, NCR, Philippines

Job Responsibilities

·         Analyze past volumes and staffing patterns and implementation based on the forecast provided by the client to ensure service goals are met

·         Conduct analysis and recommend solutions to real time performance issues with the operational business units

·         Forecasting, staff planning and making necessary amendments

·         Create team meeting schedules (e.g.: ART) as well as assistance in creation of training schedules when required

·         Day-to-day maintenance of WFM tools.

·         Ensure that agents’ official schedules, staff assignments and team assignments are accurate

·         Headcount overview managing

·         Holiday planning

·         Cooperate with Operations (TMs)

·         Work with Senior Management team on initiatives to support overall operations

·         WFM Tool Management – groups, skills and activities verification

·         WFM accounts management - accounts creation, password resets

·         Backup for any reporting needs

·         Any other related task as might be requested by SDM / Account Management

Job Requirements

·         College degree

·         Must have very strong workforce management and human resource background

·         Extensive experience in resource planning, scheduling, real time management and MIS

·         Preferably knowledgeable in eWFM

·         Must have excellent English communication skills

·         Problem and analytical skills

·         Must be proficient in MS Excel and other office applications (Word, Powerpoint, etc)

·         Must be willing to work on shifting schedules and holidays. 


Not Specified

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