Administrative Assistant iiRegal Rexnord

SCOPE OF ROLE
In this role you'll provide support to ensure success to Customer Care's key priorities by owning process documentation, building score cards and scheduling. Your involvement will help support the customer experience by ensuring the entire workforce Optimizer schedules are up-to-date and published, publishing the monthly team metrics on time, and assisting with the schedule coordination of training initiatives.
KEY RESPONSIBILITIES
Create reports and other modes that aid in communicating Customer Care's operational metrics
Create documentation including standard operating procedures.
Work with the business to create a presentation in PowerPoint or another program in order to summarize, highlight and analyze metrics on customer care activities.
Manage daily schedule changes for staff and update accordingly in the WFM Optimizer application
Assist Customer Care Managers and Supervisors evaluate operational needs to determine efficient staffing needs
Publish weekly Optimizer schedules for department
Manage and update attendance files daily
Complete and publish monthly team performance metrics and advocates scorecards
Coordinate workforce training and staff changes
Coordinate reoccurring training with Training Team (manage team calendar)
Coordinate department events and other events related to Customer Care
Assist in running weekly/monthly reports for Leadership and Analyst
Coordinate other department needs as necessary
Qualifications
PROFESSIONAL EXPERIENCE/QUALIFICATIONS
4 Year College Degree
Five-plus years of professional customer service experience preferred
Demonstrated proficiency in Windows operating systems, Microsoft applications (strong Excel skills), and Outlook
Experience developing templates for executive communication on Customer Care metrics
High proficiency in Microsoft Excel required
Strong analytical skills and can perform under tight timeline while maintaining strong attention to detail
Experience with Workforce Management Tools (Optimizer preferred), SAP (or other ERP systems), Salesforce.com
Experience with visualization tools (Tableau, Power BI) preferred not required
Excellent communication/interpersonal skills
Ability to work in a highly dynamic team and fast-paced environment with continuous challenges
Strong organizational skills
Strong project management skills
Strong attention to detail
Travel: NA
Language: English
Shift: Night shift
Regal Rexnord

Manila City, Metro Manila
Permanent
Full-time