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 teams and ensure that Scheduling KPIs are optimized.
QUALIFICATIONS/SKILLS:
-Minimum of 3 years of 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)
Note: This job description is intended to provide a general overview of the position. Other duties and responsibilities may be assigned as needed to fulfill the goals of the company.
TECHNICAL REQUIREMENTS:
- Internet speed minimum 30mbps
- i5 8th Gen or higher
- Windows 10 / MacOS Catalina or higher
- 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 internet provider interruptions
- Good headset and webcam (preferably noise-canceling headset)
WHAT WE OFFER:
We offer our team members targeted development opportunities both on a professional and personal level. We also offer:
- Competitive Salary
- Holiday Reward equivalent to 13th-month pay
- HMO
- Life Event Bonuses
- Preventive Mental Health Benefit