About The Role

Group Company: Virtual Staffing Solutions, OPC Designation: WFM Specialist Office Location: Gensan Site Position description: Workforce Management Specialist Primary Responsibilities: The WFM Specialist will be tasked to perform all responsibilities assigned to him/her that are aligned to ensure that the service levels/line adherence and other KPIs are met, including: Attendance Tracking, realtime monitoring of queues, SL/line adherence, agent productivity, staffing & scheduling of agents, break optimization, and coaching & other pullouts. Additional Responsibilities: Manage the call volume, daily attendance and program break schedules, staffing & scheduling of agents/staff Monitors agent productivity and aux/status code usage Assist with creation of metrics and targets for services Work closely with the operations team to analyze and help improve their delivery processes Generate ideas for process and service improvement planning Produce hourly, bi-hourly, daily, biweekly and monthly internal reports Use trends and reports to forecast requirements Assist with projects and other duties as requested or assigned Reporting Team Reporting Designation: Workforce Management Specialist Reporting Department: Workforce Mangement Educational qualifications: College graduate Category: Field specialization: NA Degree: Graduate Academic score: NA Institution tier: NA Required Certification/s: NA Required Training/s: #NA Required work experience Industry: BPO Role: NA Years of experience: 0-2 years Key Performance Indicators: Service Level Required Competencies: NA Required Knowledge: Workforce Management knowledge Required Skills: Analytical Skills, Communication Skills Required abilities Physical: Physical fit Other: NA Work Environment Details: Specific requirements Travel: Vehicle: Work Permit: Other details Pay Rate: Contract Types: Time Constraints: Compliance Related: Union Affiliation: