Job Information
WTW UK Service Centre Workforce Coordinator (Capacity Planning) in Taguig, Philippines
We are seeking a Workforce Coordinator to join our growing Service Centre. This role is based on site in Bonifacio Global City, Taguig City, Manila. The office is in a central location within proximity to transport links and all the benefits you’d expect a large company to offer.
Our rapidly growing Service Centre support incoming and outgoing contact from members, policyholders and third parties in relation to Pensions and Flexible Benefits scheme administration. We work towards strict KPI’s and aim to deliver first class service to more than 150 Clients through voice, chat and email channels.
This independent contributor role will oversee productivity across our 3 sites and all inbound channels. The Workforce Coordinator is responsible for analysing both real-time and historic data, adjusting resourcing and forecast planning, to enable the Service Centre to optimize delivery.
The Role
Responsible for resource allocation across all sites, maximizing productivity and SLA Adherence, both for real time and scheduling shrinkage/meetings on demand
Work closely with Service Centre Management to prioritize deliverables appropriately
Monitor and report on Agent and Queue performance, determining corrective plans of action as required
Analyse and interpret Service Centre operational model, identifying any lapse in productivity and performance to Team Leaders and Service Centre Management
Strategically aligning Service Centre resource to business objectives
Forecast demand, raising peaks in demand in advance to allow resourcing discussions to occur
Proactively identify continuous improvement opportunities for performance and productivity
Responsible for generating regular and ad-hoc reports with insights and trends across all metrices
The Requirements
Bachelor's degree required
Clear communication skills (written and spoken), robust examples of building rapport with key stakeholders
Detailed understanding of Service/Contact Centre systems, including IVR, voice, chat, and email channels
Proficient in workforce management systems such as Genesys, eWFM, Blue Pumpkin
Able to evidence a detailed understanding of workforce planning methods within a Service/Contact Centre, proven experience of responding to change in real time
Natural problem solver with good critical thinking skills, able to analyse data and work to a high level of accuracy independently and as part of a team
Able to work well under pressure in a fast-paced environment to attain SLAs
Excellent time management and organization skills
Must be amenable to UK working hours
WTW is an Equal Opportunity Employer