Job Description

Work Setup: Onsite (MOA Pasay)

Function: Work Force Management (WFM)

Required Educational Attainment:

Finished at least 2 years in college without any back subjects

Required Experience:

• At least 2 years of people management experience
• At least 2 years of BPO Capacity Planning

Responsibilities:

• Oversee the development and implementation of staffing models and scheduling procedures.
• Coordinate agent schedules and Individual Development Plans (IDPs), making timely adjustments as needed.
• Accurately update employee information within the Verint Workforce Optimization (WFO) system.
• Track agent adherence to their schedules using the Verint WFO system.
• Ensure staffing needs are fulfilled in alignment with the IDPs.
• Engage in clear and effective communication with both internal and external customers.
• Strike a balance between staffing requirements, operational efficiency, and financial objectives.
• Generate daily and interval reports to assess operational performance as necessary.