Overview
We are adding a Workforce Coordinator/ Scheduler to our WFM Planning Team!
The Workforce Coordinator position acts as a point of contact responsible for the effective engagement of Operations and Workforce team. This position requires understanding Client staffing needs and gaining support from Operations as well as influencing primarily agents and team leads outlook in workforce management by realizing their needs.
Work Schedule: 9pm - 6am PH time ( following US Central time)
Work Setup: Hybrid (90% remote, 10% on-site for visits to Makati office, Luzon-based)
Eligibility: Must be a Filipino citizen
Responsibilities
Time Keeping Duties
- Maintains scheduling tool used for Engagement (Outbound) specialists
- Create users and schedules for 650-1000 engagement specialists across multiple clients
- Acting liaison between employees and payroll coordinators to ensure the smooth process of pay distribution.
- Compile employee time, production, and payroll data from time sheets and other records.
- Review time sheets, work charts, wage computation, and other information in order to detect and reconcile payroll discrepancies
- Verify attendance, hours worked, and pay adjustments, and post information onto designated records
- Ensures time sheets are submitted on time
Workforce Management Duties
- Initiates levers/escalation procedures when KPI thresholds are exceeded
- Acts as secondary point of contact for any outages, system issues or any production impacting situations
- Recommends staffing adjustments (overtime/off-phone) based on day of performance
- Updates as necessary process documentation on Workforce Management for auditing purposes.
- Coordinates with WFM Planning on processing Time Off Requests, and schedule trade requests and approves/denies based on their effect on operations.
- Communicates effectively with Workforce Planning and RTA, Operations, Client Services, and other support departments to ensure Workforce process are implemented.
- Operations Leadership interface capable but dependent upon account needs, attends WFM-Ops meetings when appropriate
Qualifications
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.
- Associate and/or bachelor's degree preferred.
- At least 2 years of experience as a WFM scheduler / coordinator
- Ability to communicate effectively, both verbally and in writing.
- Ability to collaborate with different levels of management within the organization.
- Ability to prepare reports and presentations.
- Skilled in the use of computers and related software. Including a working knowledge of Microsoft Excel and other Office applications.
- Strong planning, time management, and organizational skills.
- Ability to work in a dynamically changing environment.
- Highly motivated, self-starter with a commitment to see proposals/reports through to their completion and effective maintenance of the same.
- Polished and poised. Project energy, self-confidence, authority, and enthusiasm.
Candidate must attach an updated resume in the application.
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