specialist, workforce PlanningSynchrony

Role Summary/Purpose:Responsible for scheduling, real-time monitoring and reportorial requirements of Service Levels.Essential Responsibilities:Meet client requirements and metrics like Service Level, Customer Availability, etc.Report out Service Levels, CCT, Unscheduled Absenteeism, etc. Responsible for generating other reports as required for portfolio performance and improvement.Monitor and manage staff to address real-time queues.Process, track and report associate activity and form requests.Create schedules based on Forecasting Team inputs. Utilize Workforce Management tools to create accurate, effective and efficient schedules to meet forecast demands.Assist in reporting out technical issues and concerns for escalation to clients and stakeholders.Provide performance analysis and ensure accurate and timely reporting to support business processes, decision-making and effective management of the contact center to meet Service Level goals.Ensure proper administration of Workforce Management tools and keep the system updated.FTE tracking for all staff including new hires and inactive employees.Implement scheduling and forecasting models to determine correct staffing levels. Produce staff schedules, manage vacation database, create reports utilizing Workforce forecasts and management toolsMonitor adherence to breaks and schedules and make immediate adjustments to actual staffing levels based on projected business needs.Qualifications/Requirements:Strong computer skills with thorough knowledge of spreadsheets, tables and graphs using MS OfficeExcellent written and verbal communication skillsWorks independently and adjusts to changing priorities and demands associated with a changing environmentWorks well within a team ensuring all deliverables are metHigh level of commitment, initiative, vision, enthusiasm and teamworkIf currently a Synchrony employee:
You must have been in your current position for at least 12 months
You must have passed all your metrics for the last 6 months
You should not be on any corrective action plan (formal/final formal)
Desired Characteristics:Experience with current Workforce Management systemsKnowledge of CMS Avaya/SAS/TableauDemonstrates knowledge of understanding of forecasting techniques and statistical analysisExperience in Microsoft ExcelGrade/Level: 06Job Family Group: Contact Center Operations
Synchrony

Cebu City, Cebu
Permanent
Full-time