Senior Specialist, WFM Planning at TTEC

Quezon City, Metro Manila, Philippines -

Full Time

Start Date

Immediate

Expiry Date

07 Jul, 26

Salary

0.0

Posted On

08 Apr, 26

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Data analysis, Workforce management, Forecasting, Staffing, Reporting, Time management, Organizational skills, Process improvement, Problem solving, Communication

Industry

Outsourcing and Offshoring Consulting

Description

Your potential has a place here with TTEC’s award-winning employment experience. As a Senior Specialist - Workforce Management – Planning working hybrid as needed by the business in Quezon City, Metro Manila, you’ll be a part of bringing humanity to business. #experienceTTEC What You’ll be Doing Have a passion to solve work puzzles? Are you looking for an opportunity to experience something new each day? In this role, you'll bring your creativity and individuality to make sure correct staffing is in place and proper adjustments are made based on the clients' needs. With a passion to continuously improve processes, you’ll analyze and compare staffing and revenue reports from the past to prepare daily, weekly, and monthly reports to make recommendations for upcoming months. Enjoy thinking about the big picture and planning for the future to support the team and clients? You’ll make sure scheduling policies are followed as you survey the landscape for what’s ahead and support the business in this key planning role. You’ll report to the Team Lead, Workforce Management. You’ll impact the business, the teams you support, and the various departments that you partner with on a consistent basis through your analysis and recommendations. During a Typical Day, You’ll · Pinpoint areas for improvement through monitoring call volumes, managing agent staffing, scheduling processes, and forecasting future needs for a successful client program · Use your knowledge and understanding of client needs to analyze and prepare staffing reports while comparing new information to old reports · Forecast and recommend staffing headcounts on a long-term basis · Bring your time management and organizational skills to manage multiple, complex, on‐going tasks · Work across many departments to implement existing and new processes built for success What You Bring to the Role · 6 months or more data analysis experience · Associate degree, technical school or equivalent work experience · Engage and support the team in making sure they have the proper tools and systems to accomplish day-to-day tasks · Solution-oriented mindset · Understanding, interpreting, and manipulating data for reporting What You Can Expect · Supportive of your career and professional development · An inclusive culture and community minded organization where giving back is encouraged · A global team of curious lifelong learners guided by our company values · Ask us about our paid time off (PTO) and wellness and healthcare benefits · And yes... a great compensation package and performance bonus opportunities, benefits you'd expect and maybe a few that would pleasantly surprise you (like tuition reimbursement). Visit https://mybenefits.ttec.com/ for more information. About TTEC TTEC is a global consulting, technology, and managed services company that helps brands deliver smarter, more human customer experiences through data, AI, and technology. Our work connects people and brands every day—and it starts with the talent behind the experience. TTEC is proud to be an equal opportunity employer where all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. TTEC embraces and is committed to building a diverse and inclusive workforce that respects and empowers the cultures and perspectives within our global teams. We aim to reflect the communities we serve, by not only delivering amazing service and technology, but also humanity. We make it a point to make sure all our employees feel valued, belonging, and comfortable being their authentic selves at work. As a global company, we know diversity is our strength because it enables us to view things from different vantage points and for you to bring value to the table in your own unique way. #LI-Hybrid

Responsibilities

The Senior Specialist will manage staffing levels, analyze call volumes, and prepare detailed reports to support client programs. They will also collaborate across departments to implement processes and forecast long-term staffing needs.