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DE032670-Workforce Services Associate
Quezon City
Job No. cxo-131454-s74758
Full-time
Description Du Poste
---ONLY THOSE APPLICANTS WHO ALREADY HAVE THE RIGHT TO LIVE AND WORK IN THIS COUNTRY ARE ELIGIBLE TO APPLY FOR THIS ROLE---
POSITION TITLE: Workforce Services Associate
WORK SETUP: Return to Office
OVERALL PURPOSE:
The Workforce Services Associate is responsible for driving delivery of metrics and optimal performance through continuous interaction with stakeholders with the intent of achieving contractual objectives and corporate goals.
RESPONSIBILITIES:
• Responsible for Real Time Adherence and Queue Management for Business Operations. Specifically, the primary responsibility of the individual is to monitor and manage site activities to support client/account service level agreements.
• Responsible for ensuring scheduled team logins/ logout on time, manage, control and report non adherence to schedules.
• Adheres to prescribed formats in updating attendance, schedule swaps
• Manages required real time reporting requirement deliverables via service menus and ad-hoc requirements.
• Acts as Point of Contact in processing and identifying schedule exceptions (e.g. trainings, coaching) including minimum length, approval, data entry responsibilities, and tracking.
OTHERS:
Project Shift Schedule: Night Shift
Project Rest Day: Weekends Off
Project/Team Location: Quezon City, Gateway Tower 2
Qualifications
SKILLS AND QUALIFICATIONS:
• At least 6 months to 2 years RTA experience; other WFM experience is a plus but not required.
• Good knowledge in MS Office (Word, Excel, PowerPoint)
• No specific tool requirement; good to have if with experience in WFM Tools (ex. eWFM, IEX, CMS Avaya, Blue Pumpkin, Aspect)
Note: If there are challenges during mid hiring given the challenge to hire at CL12, the project must be open to hiring at CL11. If the project disapproves then TDOC should be movable
