Remote Workforce Specialist

We are currently looking for a Remote Workforce Specialist to undertake the following tasks:

-Responsible to open all future exceptions like VL, LOA, Full day Training as allocated.
-Responsible to optimize schedule thru offering off the phone exceptions, break optimization, or providing OT requirements after receiving all future exceptions
-Responsible to produce over and understaffing view Report
-Responsible to publish agent schedules to operations
-Provides scheduling report that will show scheduling effectiveness information, OT requirement report, DOW schedule pattern, etc.
-Performs scheduling analysis to help improve scheduling efficiencies
-Proactive in highlighting opportunities to improve performance in all areas of Operations – reduce costs, improve service levels optimize customer satisfaction.
-Proactive development of shift review proposals in line with business needs, supported by documented business case/proposal documents.
-Ensure scheduling accuracy for sites and tea ---------- mbers and ensure that Scheduling KPIs are optimized.


QUALIFICATIONS/SKILLS:

-Minimum of 3 years experience as a seasoned WFM resource - Scheduling and/or Cap Planning & Forecasting
-Mastery in MS Excel; reports automation (VBA and Macro) and template creation are favorable points
-Good to have: experience in using WFM tools and Hubstaff
-Able and willing to work in shifting schedules (including night shift), overtime hours (i.e., night shift)
-Organized Effective communicator
-Ability to build trust
-Ability to work independently and manage multiple priorities
-Deep commitment to completing tasks the right way with a high degree of quality, attention to detail, and consistent communication
-Excellent English writing and speaking skills
-Experience in working for a US-based company/remote work
-Self-starter
-Have a strong work ethic (integrity and commitment)


TECHNICAL REQUIREMENTS:

30MBPS or higher internet speed
i5 or higher processor
Minimum of 8 GB RAM
Private and quiet dedicated home office area (no roosters, dogs, children's noises in the background)
Back-ups in case of power or Telco interruptions
Good headset and webcam (Preferably noise-canceling headset)

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SEND LINK TO YOUR CV!
SEND LINK TO YOUR CV!