Overview

The Workforce Coordinator position provides a point of contact responsible for the effective engagement of Operations and Workforce team. This position requires understanding Client staffing needs and gaining support from Operations as well as influencing primarily agents and team leads outlook in workforce management by realizing their needs.

Work Schedule: 8pm - 5am PH time (with occasional late morning shifts due to US product release schedules)

Work Setup: Hybrid/Remote (90% remote, 10% on-site for visits to Makati office, Luzon-based)

Eligibility: Must be a Filipino citizen

Responsibilities

Time Keeping Duties

• Maintains scheduling tool used for Engagement (Outbound) specialists
• Create users and schedules for 650-1000 engagement specialists across multiple clients
• Acting liaison between employees and payroll coordinators to ensure the smooth process of pay distribution.
• Compile employee time, production, and payroll data from time sheets and other records.
• Review time sheets, work charts, wage computation, and other information in order to detect and reconcile payroll discrepancies

• Verify attendance, hours worked, and pay adjustments, and post information onto designated records
• Ensures time sheets are submitted on time

Workforce Management Duties

• Initiates levers/escalation procedures when KPI thresholds are exceeded
• Acts as secondary point of contact for any outages, system issues or any production impacting situations
• Recommends staffing adjustments (overtime/off-phone) based on day of performance
• Updates as necessary process documentation on Workforce Management for auditing purposes.
• Coordinates with WFM Planning on processing Time Off Requests, and schedule trade requests and approves/denies based on their effect on operations.
• Communicates effectively with Workforce Planning and RTA, Operations, Client Services, and other support departments to ensure Workforce process are implemented.
• Operations Leadership interface capable but dependent upon account needs, attends WFM-Ops meetings when appropriate

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

• Associate and/or bachelor's degree preferred.
• 1-2 years professional level experience; or 1 years professional level related experience; or an equivalent combination of education and professional level related experience required.
• Ability to communicate effectively, both verbally and in writing.
• Ability to collaborate with different levels of management within the organization.
• Ability to prepare reports and presentations.
• Skilled in the use of computers and related software. Including a working knowledge of Microsoft Excel and other Office applications.
• Strong planning, time management, and organizational skills.
• Ability to work in a dynamically changing environment.
• Highly motivated, self-starter with a commitment to see proposals/reports through to their completion and effective maintenance of the same.
• Polished and poised. Project energy, self-confidence, authority, and enthusiasm.

Working Conditions

The working conditions and physical demands described here are representative of those that are typical of the job and must be met by the Team Member to successfully perform the essential functions of this role. Reasonable accommodations, as defined by the ADA, may be made to enable a qualified individual with a disability to satisfactorily perform the essential functions of their role.

Working conditions: This role routinely uses standard office equipment such as computers, phones, headsets, photocopiers, and fax machines. Team Member will be typically exposed to office noises and interruptions such as printers, phones, and callers.

Physical Demand: This is a largely sedentary position which requires Team Member to remain stationary for the majority of the work day. The Team Member will need to occasionally move about inside an office setting to access office machinery. The Team Member will constantly use good manual dexterity with repetitive motions of wrists, hands, and fingers.