Workforce Management Senior Specialist

Workforce Management Senior Specialist

1-4 years
25000 - 32000 PHP

Job Description

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.

Job Details

Employment Types:

Industry:

ITES / BPO

Function:

Operations , Others

Roles:

Education:

About

Now, more than ever, how we connect is everything. Our purpose is to deliver humanity to business – and it's more relevant than ever before in today’s environment. We know we’re stronger together, working towards a purpose that matters. As TeleTech team members we lift each other up, deliver smiles, and support our communities. Join us in our commitment to deliver amazing experiences.

About TeleTech
We help global brands provide a great experience to their customers, build customer loyalty, and grow their business. We were founded on one guiding principle: customer experiences that are simple, inspired, and more human deliver lasting value for everyone.

Career Changers Welcome Here
Time to change your career Whether you've spent your career on the admin side in receptionist, administrative assistant, sales or support roles or you've grown in industries such as retail, restaurant, hospitality, travel, insurance or financial services, we believe you have the customer focused skills it takes to join our global associates team.

For more information about TeleTech, visit TeleTechJobs.com or search #ExperienceTeleTech throughout social media to engage in the global conversation.

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