Junior Workforce Specialist

Superstaff | Work from Home | PH

The Junior Workforce Specialist is responsible for monitoring and managing queue performance, generating basic reports, and assisting with scheduling to ensure optimal workforce efficiency. This role supports real-time workforce operations and provides data-driven insights to enhance service levels and productivity.

Key Responsibilities:

Queue Management:

  • Monitor real-time queues and agent availability to ensure efficient workload distribution.
  • Adjust agent assignments based on call volume, occupancy, and adherence trends.
  • Provide immediate responses to staffing issues, escalations, and service level risks.

Basic Reporting & Analysis:

  • Generate and maintain reports on key workforce metrics such as attendance, adherence, shrinkage, and service levels.
  • Assist in analyzing trends and patterns to support workforce planning and decision-making.
  • Ensure accuracy and timely delivery of workforce reports to relevant stakeholders.

Scheduling & Forecasting Support:

  • Assist in creating and maintaining agent schedules based on forecasted demand.
  • Monitor schedule adherence and coordinate adjustments as needed.
  • Support the workforce team in managing shift changes, leaves, and other scheduling requests.

Requirements:

  • Bachelors degree in Business Administration, Operations Management, or a related field (preferred but not required).
  • 1+ year of experience in workforce management, scheduling, or a similar role (preferred).
  • Basic knowledge of workforce management tools and reporting software (e.g., Excel, Google Sheets, WFM software).
  • Strong analytical and problem-solving skills with attention to detail.
  • Ability to work in a fast-paced environment and make data-driven decisions quickly.
  • Excellent communication and coordination skills to collaborate with teams and leadership.

Benefits:

  • HMO with 1 free dependent upon hire
  • Life Insurance
  • Night Differential
  • 20 PTO credits annually
  • Great Company Culture
  • Career Growth and Learnings

Job Type: Full-time

Pay: Php36,000.00 - Php40,000.00 per month

Schedule:

  • Night shift

Supplemental Pay:

  • 13th month salary

Work Location: Remote


Information :

  • Company : Superstaff
  • Position : Junior Workforce Specialist
  • Location : Work from Home
  • Country : PH
Next Process

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Post Date : 2025-04-11 | Expired Date : 2025-05-11

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