Overview
SET UP: 100% ON-SITE IN CIRCUIT MAKATI
SHIFT: 9PM - 6AM, M-F
The Workforce Coordinator position provides 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.
Responsibilities and Duties
Maintains scheduling tool used for Engagement (Outbound) specialists.
Create users and schedules for 650-1000 engagement specialists across multiple clients.
Acts as a 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.
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 Workforce Planning on processing Time Off Requests, 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 processes are implemented.
Attends WFM-Ops meetings when appropriate.
Qualifications
Associate and/or bachelor's degree preferred.
1-2 years professional level experience; or 1+ years professional level related experience; or an equivalent combination of education and professional level related experience required.
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, projecting energy, self-confidence, authority, and enthusiasm.