•    Analyze information databases, historical data, and real-time information to create recommendations to improve daily objectives within the production team.
•    Monitor, maintain, and track inbound service level goals, department expectations, and employee adherence.
•    Provide ad hoc reporting as needed to show adherence to scheduled events within site.
•    Assist in skilling and/or provide data to Global Command Center to ensure employees are assigned correctly to the right queue or line of business.
•    Collaborate with other Workforce Teams to make schedule recommendations regarding out of seat activity, VTO, and overtime.
•    Perform other duties as assigned by management.

•    2 year customer care and/or contact center environment experience; prior experience in operations support roles preferred.
•    Prior experience with EWFM, Aspect, and IEX preferred.
•    At least 1 year of Workforce Management exposure
•    At least 1 year(s) of working experience in the related field is required for this position.
•    Applicants must be willing to work in Cubao.
•    Preferably 1-4 Yrs Experienced Employees specializing in Customer Service or equivalent.
•    15 Full-Time position(s) available.