Workforce Representative

**Summary**

Positions in this function are responsible for all scheduling, call volume monitoring and adjusting.
Responsible for determining and communicating work schedules, resources for various call queues.
Works with site leaders to ensure adequate staff, contingency plans and workflow monitoring.
Work is frequently completed without established procedures.
**Primary Responsibilities**
- May act as a resource for others
- May coordinate others' activities
- Use workforce management software and call volume history to help manage daily staffing levels and to determine the most effective methods for staffing adjustments
- Utilize call center tools to observe agents' actual state compared to scheduled state
- Manage real-time inbound call traffic to help ensure that service levels are met
- Gain an understanding of the technical and business solutions: optimized schedules, forecasts and other tools and present them to management
- Prepare and maintain reports, dashboards and monthly packages

**Required Qualifications**
- High School Diploma, GED or equivalent work experience
- 2+ years of experience working in a call center and/or transaction site
- Extensive work experience within own function
- Intermediate level of experience with MS Excel (i.e.
creating spreadsheets, v-lookups, pivot tables, etc.)
and MS Word
- Ability to work independently
- Ability to work a flexible schedule, including weekends

**Preferred Qualifications**
- Bachelor's degree
- 2+ years of experience with workforce systems such as Avaya, CMS, IEX, eWFM, Genesis and/or Blue Pumpkin
- Workforce management experience

**Salary**: Php33,000.00 - Php44,000.00 per month

**Benefits**:

- Health insurance
- Life insurance

Schedule:

- 8 hour shift
- Night shift

**Experience**:

- using workforce systems: 2 years (preferred)
- BPO / Call center: 2 years (required)