Workforce Specialist, Davao del Sur

Awesome CX by Transcom is looking for talented individuals like you to join our awesome team! Be a Workforce Specialist for our Awesome CX by Transcom Davao site. This role will focus on creating/implementations/communication/recommending/maintaining forecasting,

staffing, scheduling, service levels, and reporting processes, policies, and tools across the entire

account. Creates and communicates reports that are as real-time as possible.

Join our Awesome CX by Transcom Family as a Workforce Specialist

Key Responsibilities:

• Tactical Forecasting tasks (monthly forecasts & re-forecasting)
• Forecasting & Scheduling Playbook (Plan-of-the-Day) - sent daily
• Shrinkage Forecasts & Reporting
• Attend weekly and daily staffing review meetings with clients and Ops
• Provide regular updates to management on account performance and key metrics
• Approve discretionary activities to address occupancy and utilization
• Monitor real-time agent work state reports
• Prepare and maintain accurate records of client interactions, performance management, project milestones, and financial transactions

• 1-2 years in Workforce Management or Data Analytical Role for a contact center
• Excellent Organizational and Multitasking Abilities
• Strong analytical abilities, and critical thinker
• Highly motivated, creative, and a self-starter able to excel with minimal supervision
• Familiar with Tymeshift or similar WFM tool Management is preferred
• Proficient in Google Sheets, Looker and MS Applications such as but not limited to (MS Word, Powerpoint and Excel) is preferred