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DE027813-Workforce Services Specialist

Workforce Services Team Lead/Consultant | Full time | Experience: 5-10 years
Job No. CXO-129024-S53747 | Cebu City
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---ONLY THOSE APPLICANTS WHO ALREADY HAVE THE RIGHT TO LIVE AND WORK IN THIS COUNTRY ARE ELIGIBLE TO APPLY FOR THIS ROLE--- PROJECT NAME: Workforce Command Center POSITION TITLE: Customer Service New Associate WORK SETUP: Return to Office OVERALL PURPOSE: Responsible for driving proper managing of volume and staffing to ensure optimal performance through continuous interaction with stakeholders with the intent of achieving target metrics and contractual objectives. RESPONSIBILITIES: • Responsible for coordinating and guiding Intraday Teams to ensure focus on Profitability, Resource Planning, day-to-day schedule adjustments, real-time service issues, RTA activity, adherence and schedule compliance, and provide key reporting details. • This position needs to be aware of the financial situation of the account being handled and needs to drive profitability by resource optimization and cost reduction in collaboration with Operations and other departments. • This position needs to drive high client satisfaction by managing service levels situations and providing staffing, scheduling and Real-Time Adherence solutions. • This position increases employee satisfaction through accurate, adherence and compliance tracking and enhances company profitability through utilization optimization and intra-day analysis. • Manages internal and external audit with processes and controls. • Responsible for the development of resources under his/her span OTHERS: Project Shift Schedule: Rotation Shift Project Rest Day: Rotation Off Project/Team Location: Cebu, Cyberzone Building, Tower 2

SKILL AND QUALIFICATIONS:

• Open to both college graduates and undergraduates with relevant experience in Workforce Management
• Must have at least 5 years of Workforce Management experience
• Must have at least 3 years of supervisory experience
• Should have end to end WFM experience including all WFM functions (RTA, Scheduling, Forecasting, and Capacity Planning)

Cebu City

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