Workforce Management Officer
Cebu City, Central Visayas, PH
JOB MANDATE
The Workforce Management Section is responsible in providing workforce management support to Customer Contact Center's businesses for transaction volume forecasting, manpower scheduling and real-time monitoring of service levels, call trend, average handle time and schedule adherence. The Workforce Management Officer is responsible in the timely submission of assigned reports, tasks, deliverables and ad-hoc items assigned to him/her. He/she is also to analyze transaction trends and provide recommendations on how to better achieve business objectives of the campaign, the Customer Contact Center and the bank. The Workforce Management Officer is expected to closely collaborate and work with other internal units to obtain the necessary information or data to add on to the daily recommended assumptions.
KEY RESPONSIBILITIES
- Analyze and review daily, weekly and monthly key performance indicators (KPI)
- Prepare and/or recommend staffing adjustments based on recent KPI trend
- Escalate issues and concerns which may affect meeting business objectives
- Perform other tasks that may be assigned by the Senior Officer and/or CCC Heads
KEY QUALIFICATIONS
Bachelor’s Degree
At least 3 years of Workforce Management experience in a contact center environment
Proficiency in Workforce Management Software, MS Excel, Data Analytics, Process Improvement, Capacity Planning, and Real-time monitoring
BDO Unibank, Inc. provides equal opportunity to all qualified candidates. Hiring decisions are based on job requirements and candidate qualifications, and shall not be influenced by any consideration of race, color, religion, sex (including sexual orientation and gender identity), national or ethnic origin, or disability. Requisition ID: 24084