Deskripsi Pekerjaan
Contactpoint360 is looking for a dynamic Workforce Coordinator (Associate Manager-Level) to support our Cebuābased customer service team. In this role you will be responsible for ensuring optimal staffing levels, efficient scheduling, and performance monitoring to deliver an exceptional customer experience.
You will work closely with team leads and operations managers to forecast call volumes, manage realātime queue adjustments, and drive continuous improvement initiatives. Your expertise will help maintain service level agreements, enhance employee satisfaction, and support the overall growth of our operations.
If you thrive in a fastāpaced environment and have a passion for dataādriven decision making, this is the perfect opportunity to grow your career with a leading outsourcing provider. We offer a supportive culture, ongoing training, and clear pathways for professional advancement.
Tanggung Jawab
- Develop and maintain weekly/daily staffing schedules to meet forecasted call volumes and service level targets.
- Monitor realātime queue metrics and make onātheāspot adjustments to ensure optimal coverage.
- Analyze historical data and trends to improve forecasting models and scheduling algorithms.
- Partner with HR and training teams to coordinate onboarding, scheduling conflicts, and performance reviews.
- Generate daily, weekly, and monthly workforce reports and present insights to management.
- Ensure compliance with company policies, labor regulations, and quality standards.
- Lead continuous improvement projects to enhance scheduling efficiency and employee engagement.
Kualifikasi
- Bachelorās degree in Business Administration, Human Resources, or a related field.
- At least 2ā4 years of experience in workforce management, scheduling, or call center operations.
- Proven ability to use workforce management software (e.g., Aspect, Genesys, or similar).
- Strong analytical skills with proficiency in Excel, Google Sheets, and basic SQL.
- Excellent communication and interpersonal skills to liaise across departments.
- Detailāoriented with a focus on accuracy and data integrity.
- Ability to work in shifting schedules and meet tight deadlines.