DE033699-Workforce Services Associate

---ONLY THOSE APPLICANTS WHO ALREADY HAVE THE RIGHT TO LIVE AND WORK IN THIS COUNTRY ARE ELIGIBLE TO APPLY FOR THIS ROLE---

POSITION TITLE: Workforce Services Associate

WORK SETUP: Return to Office

OVERALL PURPOSE:
The Workforce Services Associate is responsible for driving delivery of metrics and optimal performance through continuous interaction with stakeholders with the intent of achieving contractual objectives and corporate goals.

RESPONSIBILITIES:

• Responsible for Real-Time Adherence and Queue Management for Business Operations. Specifically, the primary responsibility of the individual is to monitor and manage site activities to support client/account service level agreements.
• Responsible for ensuring scheduled team logins/ logout on time, manage, control and report nonadherence to schedules.
• Adheres to prescribed formats in updating attendance, schedule swaps
• Manages required real time reporting requirement deliverables via service menus and ad-hoc requirements.
• Acts as Point of Contact in processing and identifying schedule exceptions (e.g. training, coaching) including minimum length, approval, data entry responsibilities, and tracking.

OTHERS:
Project Shift Schedule: Rotation

Project Rest Day: Rotation

Project/Team Location: Mandaluyong Robinsons Cybergate Tower 2

SKILL AND QUALIFICATIONS:

• At least 6 months to 2 years RTA experience; other WFM experience is a plus but not required.
• Good knowledge in MS Office (Word, Excel, PowerPoint)
• No specific tool requirement; good to have if with experience in WFM Tools (ex. eWFM, IEX, CMS Avaya, Blue Pumpkin, Aspect)