Implement WFM policies and procedures ensuring efficiency and standardization
Forecast and analyze workforce trends/call volumes/patterns/productivity and staffing models to determine required manpower for the efficient flow of operations
Participate in the determination of most optimized working schedules based on data analysis and trends review for the efficient flow of operations
Coordinate scheduling of vacations/leaves/meetings/training sessions ensuring no disruption is caused whatsoever
Collect data concerning volume of operations on a daily, monthly and yearly basis and other data and draft analytical reports for the review of supervisor concerning
Monitor inbound call/interventions traffic and ensure efficient distribution of resources based on availability
Ensure new comers tools are provided on time to initiate work without delays
Experience & Education
University Degree preferably in Business Management / Finance Management or related fields
0-2 year of experience
Experience in excel, statistics and data analysis tools, experience in data mining and reports generation
