Workforce Specialist

Skills and Qualifications:

• Previous BPO – call center/back-office experience required

• Must have at least 2 years of Workforce Management experience

• Demonstrate sound work ethics

• Must have advanced level Microsoft Excel Skills – including advanced formulas, also other

MS related tools, and google workspace

• Experienced real-time-analyst or other related task that require monitoring, and manpower

management

• Ability to create reports in Excel and other related tools

• Attention to details, and high level of accuracy

• Ability to multi task, focus and complete reports for extended periods of time

Main responsibilities:

• Manage the daily volume arrival, daily attendance, and program break schedules

• Work closely with Operations team to analyze and help improve their daily delivery

processes

• Generate ideas for process, and service improvement

• Produce daily, weekly, and monthly internal/client reports

• Use trends and reports to give insights

• Assist with other duties as requested by Workforce leader, and Operations or assigned