Position Details: Workforce Planner
graduate is a plus
QUALIFICATIONS & EXPERIENCE:
experience in a BPO or Shared Service Centre
least 3 years of experience on Real-Time Monitoring, Reporting and Planning
background on WFM policies and procedures
platforms, i.e Aspect, Avaya CMS, IEX, etc.
to advance MS Excel skills, i.e Macro programming, VBA functions,
Visio background for flowcharts and program schemas
to advance knowledge on contact center KPI's, i.e. SLA, Abandonment, PCA, etc.
Data mining skills