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...