workforce Management senior specialistTeletech Customer Care Management Philippiness Inc

At TTEC, we're all about the Human Experience. Elevated. As a temporary Work from Home Workforce Management Senior Specialist, be part of a team that delivers amazing employee experiences. At TTEC, we're all about the Human Experience. Elevated. As a temporary Work from Home Workforce Management Senior Specialist, be part of a team that delivers amazing employee experiences while you also #ExperienceTTEC, an award-winning employment experience and company culture. What You'll be Doing Are you up for the challenge to deliver awesome employee experience? In this role, help provide, coordinate, analyze and share recommendations on FTE hiring needs to meet TeleTech financial requirements. Work alongside operations and HC on scheduling and uploading employees to new hire trainings, nesting time, and transitioning from one line of business to another. During a Typical Day, You'll 1. Achieve 100% of accuracy and speed in delivery of requirements 2. Learn key business objectives, timeframes, and requirements associated with each goal and task. 3. Understand and improve the key success metrics associated with workforce management goals. These include: a. IOCC% and POCC% management b. Achieve client level service objectives c. Manage staff to volumes and adjust accordingly d. Schedule adherence e. Outage management 4. Deliver consistent high-quality customer service 5. Escalate staffing issues as appropriate. What You Bring to the Role Workforce experience Knowledge of call center business Call center experience Strong verbal and written communication skills Working knowledge of database applications such as MS Office (Excel, Outlook, PowerPoint), or ability to learn technology quickly Demonstrated multi-tasking capability and proven success in fast paced environment Technology and work environment requirements for the job (Temporary Work from Home): Have the right connection - a home internet connection of 15-25 Mbps (you may do a quick check through Fast.com) Computer - we'll supply and deliver at your doorstep Must be able to hard-wire (via ethernet cord) directly into your home modem Must have a quiet workspace that is within a reasonable proximity of your router so that you can plug in while working What you'll enjoy: Competitive pay, performance-based incentives plus PHP 10,000 Signing Bonus! Real career growth opportunities Company-sponsored HMO with Health & Wellness programs for you and your family Educational assistance through tuition reimbursement A Bit More About Your Role Workforce Management (WFM) Sr. Specialists are accountable for scheduling, real time adherence, forecasting & analysis, reporting, shift bids, and managing agent staffing to client delivered volumes. They are responsible for presenting variety of daily, weekly, and monthly reports, from revenue reports for leadership to internal department reports on scheduling concerns. About TTEC Our business is about making customers happy. That's all we do. Since 1982, we've helped companies build engaged, pleased, profitable customer experiences powered by our combination of humanity and technology. On behalf of many of the world's leading iconic and disruptive brands, we talk, message, text, and video chat with millions of customers every day. These exceptional customer experiences start with you. TTEC is proud to be an equal opportunity employer. TTEC embraces and is committed to building a diverse and inclusive workforce that respects and empowers the cultures and perspectives within our global teams. We strive to reflect the communities we serve by not only delivering amazing service and technology, but also humanity. We make it a point to make sure all our employees feel valued and comfortable being their authentic selves at work. As a global company, we know diversity is our strength. It enables us to view projects and ideas from different vantage points and allows every individual to bring value to the table in their own unique way.
Monster

Metro Manila
₱25,000-32,000 per month
Temporary
Full-time