Job Description

Functional Overview:

The Sr. Real Time Management Specialist is responsible for various functions, including overseeing the Workforce Team’s optimization efforts. This includes planning, forecasting, and scheduling to ensure continuous workflow in company operations.

Duties and Responsibilities:

• Manage daily service levels and key metrics for the Real Time Management Team, such as productivity, quality, and attendance.
• Acts as Team POC when the need arises and assists Immediate Supervisor to oversee the daily Workforce Team operations
• Provide insights to Operations Management on staffing opportunities to meet service level expectations and requirements.
• Develop programs, modules, projects, and initiatives for the Workforce Team’s growth.
• Monitor real-time performance and manage workforce resources to maximize efficiency and achieve business goals.
• Ensure effective staffing and scheduling, utilizing diagnostic methods to generate performance reports.
• Oversee all scheduling and shift activities, including break schedules, team shifts, training, vacations, meetings, and overtime.
• Assist in forecasting staffing needs and developing schedules based on historical data and trends.
• Help identify trends by analyzing key performance indicators to evaluate daily operations.
• Report key performance metrics, including total output, response times, user wait times, and adherence.
• Recommend and implement process improvements.
• Ensure compliance with Company policies and procedures through knowledge and understanding.
• Perform additional job-related tasks as needed.

Minimum Competencies:

• Proven work experience with Real Time Optimization and Management
• Highly proficient in MS Office applications
• Comprehensive understanding of business reporting activities and processes

Minimum Qualifications:

• Graduate of BS Information Systems, Information Technology, or any relevant course
• At least 2-4 years of working experience in the related field
• Excellent communication skills
• Highly analytical and data driven
• Able to work effectively in fast-paced situations and adapt to rapid changes in information, process, direction, or workflow

Perks and Benefits:

• Competitive Salary Package
• All social guarantees and benefits as per the labor law
• HMO Upon Hire (up to Php 120,000 coverage)
• Compensatory Time-Off
• Yearly leave monetization

Work Arrangement:

• Full Time
• Onsite in McKinley Hill, Taguig
• Shifting Schedule

Qualification Required

• College Graduate