Workforce Coordinator  

Responsibilities:

• Responsible in generating forecasts and schedules and performing analytics on results
• Specific Responsibilities:
• In charge of adjusting work schedule and monitoring shift changes in order to ensure that there is sufficient manpower deployed at a given shift schedule.
• Responsible for the processing of all company standard, internal and client reports on a daily basis.
• Records and maintain employee information and status employees.
• Responsible for the maintenance of Operations online employee transactions.
• Create and plot employee schedules and maintaining daily staffing status.
• In charge of generating, optimizing and maintenance of schedules based from the current headcount of the campaign, considering the requirements given by the client.
• Maintain accurate measures of both the forecast, capacity plan and schedule accuracy by individual analyst as well as group performance.
• Providing recommendations for any staffing issues/opportunities that is being affected by any other factors such as lost hours, planned shrinkage, fall outs/move-outs, etc.
• Assumes and performs other duties and responsibilities not specifically outlined herein, but which are logically and properly inherent to the position

Profile:

• Fresh Graduates are welcome to apply as long as one must have intermediate knowledge in Excel
• Candidate must possess a Bachelor’s degree in Information Technology and related courses
• Preferably with 3 years progressive experience in a Call Center, Operations and/or production environment doing analytics, workforce management, staffing, scheduling and metric analysis, as well as forecasting and planning
• Must be experienced in staffing to queue work and how to model out operational workflows
• Ability to work with the operation to develop processes for vacation and other schedule exceptions that maintain the employee needs/Client requirement balance
• Ability to design and produce custom reports in support of operations, and/or client requirements.
• Ability to develop and maintain section systems.
• Able to understand, interpret and explain complex data and production metrics in the simplest of terms to any audience
• Should be willing to work in varying shift

• Advanced Excel skills required (ability to write formulas, link files, conditional formatting, lookups, pivot tables, etc.)
• Above average PowerPoint skills required (ability to create an executive level presentation in PowerPoint)
• Strong ability to multitask and manage competing priorities
• Comprehensive understanding of workforce management
• Strong presentation and communication skills
• Strong analytical skills.
• Organization Skills
• High Attention to Details