Workforce Management Associate
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Job Location:
Taguig - Philippines
Monthly Salary:
Not Disclosed
Posted on:
5 hours ago
Vacancies:
1 Vacancy
Job Summary
The Workforce Associates primary responsibility is to ensure daily service levels in all Operational Units by working closely with local leadership. Ensure the most effective use of its workforce against key performance metrics.
General Job Responsibilities:
- Corrects matching of production volume with planned capacities ensuring:
- that all required agent skills (e.g. languages know-how) are available
- that service levels defined by the client are reached (not missed nor surpassed)
- while reaching internal profitability targets.
- transparency regarding existing capacities is provided
- Information regarding absences is provided this also includes scheduling of all pull outs (e.g. training meeting coaching holydays)
- Transparent comparison of available with needed capacities
- Identifies and mitigates emerging risks and assisting in potential plans for service level recovery.
- Re/un-blending and skill modification of individual associates as well as alerting individual team leadership of outliers in auxing and other variances.
- Coordinates site staffing needs including the reporting and analysis of site head count numbers identify the need of trainings or any offline activities placement of new hire associates and team shift bid processes.
- Develops/maintains a series of workforce related trackers that drive day to day site-wide production efficiency (Voluntary Time Off Absences Open Phone Shifts Overtime) and driving efficiency and increase production and quality.
- Make adjustments to call volume proactively based on forecasted volume and real time adjustments based on actual call volume.
- Reports of Service Level KPIs are under this positions responsibility.
- With the support of daily weekly monthly or yearly forecasts the type of transactions volumes; service levels utilization etc. calculate the required capacity (workforce). Forecasts are either provided by the client or calculated with own historical data and agreed with the client.
- Follow bottlenecks to be recognized in time and a balancing of capacities or respectively an adjustment of capacities is carried out.
- Provision of timely accurate and relevant reporting to support business processes with a view to review prioritize streamline and automate existing operational reporting ensuring the reports that are produced provide high value with minimal manual effort.
- Perform other functions related to the position.
Qualifications :
- Industrial Engineering or related degree or equivalent experience
- 2-3 years experience in WFM. Relevant industry experience
- Experience in Workforce Management tools (IEX ICC Verint)
- Advanced Excel knowledge.
- Understanding methods of bill collection for example spoken minute -paid minute staffing per case Staffing with CAP.
- Good in verbal and written communication skills
- Microsoft Office proficiency (Word Excel Power Point)
- Analytical thinking.
- Teamwork
- Able to work in a fast-paced environment.
- Assertive communication
- Accountability
- Willing to work onsite and on a night shif
Additional Information :
Kindly attach your resume in your application. Only shortlisted candidates will be contacted via email.
Remote Work :
No
Employment Type :
Full-time
Key Skills
- Portfolio Management
- Wealth Management
- Financial Services
- Hybris
- Microsoft Word
- Banking
- Cash Management
- Data Management
- Microsoft Powerpoint
- Securities Law
- Microsoft Excel
- Internet Of Things
About Company
Bosch first started in Vietnam with a representative office in 1994. Bosch has its main office in Ho Chi Minh City, with branch offices in Hanoi and Da Nang, and a Powertrain Solutions plant in the Dong Nai province to manufacture pushbelt for continuously variable transmissions (CVT) ... View more
