workforce Management associateContinuum Global Solutions

Are you an experienced Workforce Management professional looking for an opportunity to advance your career? Do you enjoy a fast-paced, quickly growing environment that is challenging and exciting every day? We have immediate openings for Workforce Management Analysts which will support the scheduling of our customer service agent shifts, performing trend analysis and using that information to shift available workforce and anticipate business staffing needs, and you'll be a valuable contributor to our employee experience tasked to uphold our mission to "make life better one call at a time."
ESSENTIAL FUNCTIONS
Work with various levels of leadership to create schedules in order to manage the service level demands of the business.
Analyze real-time volume trends and make staffing adjustments to ensure service level and productivity/efficiency and other KPI goals are met.
Processing and approval of tickets and requests via IEX / IEX Webstation or any other WFM ticketing tool from Operations regarding (preferred) changes to the published schedules.
Build, maintain, and prepare hourly, intraday/end-of-day, weekly, and monthly historical data while ensuring timeliness and accuracy of information.
First POC for any escalations, outages, system issues or any other production impacting situations while providing continuous update to stakeholders regarding status issue.
Periodical monitoring and analysis of released schedules and taking corrective actions if there are variations in scheduled vs actuals.
Tracking of relevant events and incidents such as attrition, absenteeism, and unproductive hours that potentially affect current and future schedules.
Partner with various business units, QA and training to schedule the necessary training, and associate coaching to ensure the company's commitment towards quality.
To review the current processes of scheduling and staffing and uncover the potential opportunities of improved efficiency, that includes schedule rotation, operation hours and staffing of agents for each individual facility.
To use Aspect eWFM Schedule Software, weekly staffing creation for all business and appropriate type of contacts (calls, faxes, emails, chat).
To ensure that the entries are accurate and consistent and use of eWFM Segmentation and maintaining consistent and accurate shrinkage reports.
Monitor and plan for events or trends that may impact staff levels and recommend solution to Workforce Manager to ensure coverage.
REQUIRED EDUCATION AND EXPERIENCE
Minimum High School Diploma
3+ years of call center experience with 2 year focused on workforce management
Strong english communication skills
Advanced computer & analytical skills
Demonstrate analytical skills in a previous call center role
Knowledge of CMS (Call Center Reporting System)
Should have strong skills in communication should be accustomed with fast and changing needs
PERKS & BENEFITS
Salary Range: ₱300,000-420,000 (based on experience)
Stable Full-Time Employment & Bonus/Incentive Pay
Insurance & Other Company Benefits
Fun, Healthy Work Environment
Continuum is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, sex, marital status, sexual orientation, disability, military/veteran status, citizenship status, genetic information, or any other characteristic protected by applicable federal, state, or local laws. Individuals with disabilities in need of a reasonable accommodation to apply or compete for employment with Continuum Global Solutions or one of its subsidiaries may request such accommodation(s) by sending an e-mail to [Protected Info]. Be sure to include your name, the job you are interested in, and the accommodation you are seeking. Continuum recruiting correspondence will always come from a talent acquisition representative with an official @continuumgbl e-mail address. In addition, our representatives will never ask for any form of payment from a new hire or candidate. Please report suspicious activity to [Protected Info].
Continuum Global Solutions

Mandaluyong City, Metro Manila
₱300,000 per year
Permanent
Full-time