Deskripsi Pekerjaan
Join Qualfon as a Specialist II in Workforce Management and become a critical link in our operational excellence chain. This role demands exceptional communication skills to bridge the gap between workforce management teams and operations during critical downtimes and peak periods. You'll be responsible for meticulously documenting and disseminating vital information to ensure seamless coordination across departments.
As a key player in our Manila-based team, you'll analyze workforce data, optimize scheduling, and implement strategies that enhance productivity while maintaining service quality standards. Your expertise will directly impact operational efficiency, ensuring our client's needs are consistently met through proactive resource allocation and real-time problem-solving. This position offers growth opportunities in a dynamic environment where your contributions directly influence customer satisfaction and business outcomes.
Qualfon values professionals who thrive in fast-paced settings, offering competitive compensation and a culture that recognizes and rewards initiative. If you're passionate about workforce optimization and operational coordination, this role provides a platform to excel and advance your career in the BPO industry.
Tanggung Jawab
- Facilitate real-time communication between workforce management and operations teams during system downtimes or critical incidents
- Document and distribute workforce-related updates, schedules, and operational changes to all stakeholders
- Analyze workforce performance metrics to identify trends and recommend process improvements
- Collaborate with department heads to develop and implement effective staffing strategies
- Monitor adherence to workforce management policies and service level agreements
- Prepare detailed reports on workforce utilization, attendance, and productivity metrics
- Support training initiatives for new workforce management systems and protocols
Kualifikasi
- Bachelor's degree in Business Administration, Industrial Engineering, or related field
- Minimum 2 years of experience in workforce management or operations coordination
- Proficiency in workforce management software (e.g., Calabrio, NICE, Verint)
- Strong analytical skills with ability to interpret complex data sets
- Excellent written and verbal communication skills in English
- Experience in call center or BPO environment preferred
- Ability to work under pressure and make timely decisions during operational disruptions