Process Developer - Workforce Management (WFM or MIS)

Responsibilities

Monitors and manages activities to support service level agreements for Philippines
Monitors real-time agent schedule adherence
Monitors attendance
Develops and maintains scheduling information.
Scheduling, re-scheduling and optimization of meetings, coaching and other activities
Optimizes breaks the day of or day before the actual schedule
Conducts root cause analysis of SLA deviations, action plan development and resolution
Produces and analyzes daily efficiency reports
Publish reports required by stakeholders
Attends centralized or site management meeting, as required
Supports process improvements, Lean/Six Sigma projects
Other assigned tasks as required by the business

Minimum Qualifications

Preferred Qualifications