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Job Description
The Workforce Management Officer is responsible in submitting timely forecasted work volumes, using historical call arrival patterns, business growth, shrinkage factors, work volumes due to holidays, payroll days, upcoming promos/campaigns, and new products/system launches. He/She will also report to the Senior Workforce Officer daily and weekly the forecast performance and make necessary adiustments as needed.
The responsibilities we will trust you with:
Analyze and review daily, weekly and monthly work volumes
Prepare forecast volume and work schedule
Escalates issues and concerns which may affect service levels
The qualifications you should have:
Graduate of any four or five-year course / Bachelor's Degree Holder
At least 3 years of Workforce Management experience in a contact center environment
The Workforce Managemen...