Workforce Management Officer
Bank of the Philippine Islands (BPI)
Date: 3 weeks ago
City: Manila
Contract type: Full time
Job Purpose
The Workforce Management Officer is responsible for delivering all requirements assigned to the WF/MIS department, helping the Virtual Store group meet its goals by analyzing work volume variances to forecast and provide direction to adjust scheduling/staffing levels accordingly, generating and analyzing reports, monitoring KPIs, directing real-time forecasting to meet service levels, managing of leads and opportunities ensuring efficient conversion of potential leads into loyal customers, and providing advice to management on the most efficient and cost-effective strategies to deliver on service level targets. Conducts and provides analytical guidance to meet business needs.
Responsibilities
The Workforce Management Officer is responsible for delivering all requirements assigned to the WF/MIS department, helping the Virtual Store group meet its goals by analyzing work volume variances to forecast and provide direction to adjust scheduling/staffing levels accordingly, generating and analyzing reports, monitoring KPIs, directing real-time forecasting to meet service levels, managing of leads and opportunities ensuring efficient conversion of potential leads into loyal customers, and providing advice to management on the most efficient and cost-effective strategies to deliver on service level targets. Conducts and provides analytical guidance to meet business needs.
Responsibilities
- Conducts real-time monitoring of the VRMs, VLAs and VSAs via Talkdesk
- Works on sales leads management
- Generates schedules for team members based on forecasted volume and workload to ensure adequate staffing to meet service level goals
- Reports creation in Salesforce, Talkdesk and other applicable databases/resources
- Reports automation promoting data efficiency
- Works on headcount management and capacity planning
- Ensures that all Ops dashboards are updated in a timely manner
- Bachelor's degree holder of any course
- At least 3 yrs relevant work experience in workforce management
- Knowledge in forecasting methodologies and approaches, schedule creation and MIS reporting
- Knowledge in Talkdesk, Salesforce, Erlang computation, capacity planning and other WF platforms
- SKILLS: Mathematical and Analytical; Sales Lead Management; Power BI and Power Query Skills; Advance Excel; Excellent and effective communication and presentation skills
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