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Workforce Management Specialist

Keywords / Skills : Workforce management, Workforce Scheduling, Budgeting and Forecasting, Shared Service, cost accounting, Contact center workforce management

1 - 3 years
Posted: 2019-08-06

Industry
ITES/BPO
Any
Function
IT
Customer Service/Call Centre/BPO
Role
Other Customer Service
Other Information Technology
Other Roles
Posted On
6th Aug 2019
Job Ref code
JC 004
Job Description
Our client, one of the most BPO/ITES company in Philippines, is looking for Workforce Management Specialist.
Responsibilities:


• Keep current on client and  business changes to ensure program and work area compliance

• Serve as a Workforce Subject Matter Expert, train and mentor new and less experienced team members

• Communicate proactively with team members regarding vendor and line of business status or  Delivery Centre operations, making suggestions for corrections to any issues

• Develop and maintain methods and procedures

• Respond to client requests in an accurate and timely manner

• Manage client/ outage and bridge calls with client/ Delivery Operations Leads and vendor/ technology teams

• Maintain a detailed record of activities, actions and impacts

• Prepare departmental reports for daily, weekly, monthly and yearly periods

• Identify business process excellence improvement opportunities, contributing to design and execution

• Analyze current and historical call/contact/work volumes and patterns, handle time, productivity trends/patterns and all future call/contact/work requirements to develop budget and call/contact volume/work forecasts

• Analyze current and future call/work handling resources, attrition trends, learning curve, shrinkage, productivity factors, desk availability and shift requirements, to develop staffing plan

Skills and Qualifications:


• Graduate/Diploma Holder

• At least 1-2 years relevant experience in outsourcing (preferably call center), shared services, or operations with at least 6 months in Metrics and SLAs related functions.

• Budgeting and Forecasting

• Contact Center Workforce Management

• Cost Accounting

• Process Improvement

• Reporting and Analytics

• Service Quality Management

• Workforce Scheduling



About Company

Quess Corp Limited (BSE: 539978, NSE: QUESS), is India’s leading business services provider. At Quess, we excel in helping large and emerging companies manage their non-core activities by leveraging our integrated service offerings across industries and geographies which provides significant operational efficiencies to our clients. Quess has a team of over ~261,700 employees across India, North America, South America, South East Asia and the Middle East across segments such as Industrials, Facility Management, People Services, Technology Solutions and Internet Business. Quess serves over 1,700+ clients worldwide. Established in 2007, Quess is headquartered in Bengaluru, India and has a market cap of over USD 2.3 Bn as on March 31, 2018.
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