Workforce Management Specialist - McKinley Taguig

Workforce Management Specialist - McKinley Taguig

DXC Technology
Metro Manila / NCR
2 - 3 Years
Not Specified

Job Description

Job Description :

• Design ideal schedules that guarantee agents being present at appropriate times so coverage is ensured.
• Optimize the workforce in order to satisfy targets and metrics.
• Determine proper headcount.
• Evaluate staff coverage.
• Forecast workload so internal customers have a standpoint of upcoming periods.
• Create plan to establish schedules (in the case of a new customer) or improve the account performance.
• Maximize the time usage and the resources.
• Interact with the account lead in order to give a better follow up to the schedule adherence.
• Deliver performance reports.
• Work inside and out the eWFM tool.

• Experience in Call Center environment is a MUST.
• Knowledgeable with CMS-AVAYA.
• Strong knowledge of Excel.
• Strong analytical and intuitive skills.
• Knowledge of eWFM by Aspect or alike, Access, MS Project and MS VISIO and other tools a PLUS.
• Proactive and creative.
• Language 90% proficiency a MUST
• Excellent communication skills
• High quality standards.
• Forward-thinker. Problem solver.
• Decision making.

DXC is the world’s leading independent, end-to-end IT services company, helping clients harness the power of innovation to thrive on change. Created by the merger of CSC and the Enterprise Services business of Hewlett Packard Enterprise, DXC Technology is a $25 billion company with a 60-year legacy of delivering results for thousands of clients in more than 70 countries. Our technology independence, global talent and extensive partner network combine to deliver powerful next-generation IT services and solutions.

In a time of change, thrive with DXC Technology.


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