Workforce Officer
Workforce Officer
(National Capital Reg)
This position is responsible for developing client ramp up plans and future forecasts by analyzing forecast trends, modeling AHT, attrition, and scheduling scenarios, and interpreting future client needs. Building ramp up plans that are easily understood and communicated to client services and support services needs, which is critical for success. This position interprets information gained from many sources including TCS/Aspect WFM software, client provided forecast, and client services inputs and assumptions. Full knowledge and usage of our workforce management tools and processes are essential for creating the most successful solutions for resource planning..
EDUCATION and/or EXPERIENCE
Should have worked for the Workforce/Resource Management division on a multi-channel (voice, email, chat) based account for a minimum of one to two years, with data analysis and a total experience in call centers of 3 years. Individuals with an Industrial Engineering background from a reputable University will be given preference.
Other qualifications are as follows:
1. Effective presentation and coaching skills
2. Excellent data analysis and problem solving skills
3. Knowledgeable in statistics and documentation
4. Assertive, team player and willing to work on a shifting schedule
5. Working knowledge of CMS, other ACD System and WFM tools (ASPECT eWFM ver. 6.2 or higher)
6. Knowledgeable in MS Office Suite (WORD, VISIO, POWERPOINT, ACCESS)
7. Proficient in MS Excel and programming Excel for data collection. Experience in building models with Excel to do “what if” analysis on impacts of potential changes in operational metrics.
8. Excellent communication skills, both written and verbal and an ability to document call observations in a clear/concise manner
Company Name :
Sykes Asia, Inc.
Industry :
Call Center / IT-Enabled Services / BPO
Location :
19F One San Miguel Avenue, San Miguel Ave. cor Shaw Blvd., Pasig City 1550
Company Tel :
636-8555
Company Fax :
849-9019
WebSite :
http://ph.sykes.com