SPECIALIST II, WORKFORCE MANAGEMENT
On-siteCebu, Cagayan Valley, Republic of the Philippines
Job Summary
Monitor intraday staffing levels, agent adherence, and real-time performance to ensure optimal service delivery. Communicate system downtimes and tool issues to stakeholders while escalating outages to management teams. Coordinate workforce updates with Operations during downtime and prepare summary reports. Manage staffing across multiple sites, recommend overtime opportunities, and conduct split/skill assignment audits twice daily. Generate schedule adherence alerts, validate skill assignments against operational plans, and process change requests from Workforce Management teams. Ensure accuracy in workforce data and reports while providing analysis as requested by management.
Required Qualifications
- College graduate or completion of at least three (3) years of a related college course
- Knowledge of FTE projections and workforce calculations
- Strong attention to detail and analytical skills
- Excellent communication and stakeholder management abilities
- Ability to work effectively with all levels of management
- Working knowledge of Workforce Management processes and call center operations
- Proficiency in Microsoft Office applications
- Experience with Avaya CMS Supervisor and/or other ACD reporting tools
- Knowledge of KPI calculations and performance reporting
Desired Qualifications
- Experience in Workforce Management, Real-Time Analysis, or similar operational support roles
- Familiarity with workforce management platforms such as Verint, IEX, Blue Pumpkin, eWFM, Aspect, or Impact 360
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