Workforce Specialist (IT Graduate)
Full-time
Nextvas Inc.
Company Overview: Nextvas Inc. is a leading BPO provider specializing in high-growth virtual assistant services and bespoke business process solutions. We are looking for an entry-level Workforce Specialist with a strong technical foundation and a passion for data. This is an excellent opportunity for a recent graduate to launch a career in BPO operations and learn the complexities of global resource management.
The Mission
In this role, you will be trained to become the heartbeat of our production floor. You will learn to balance client SLAs with agent productivity, transforming raw data into efficient shift coverage. Your goal is to support the team in ensuring that every customer interaction is handled by the right person at the right time.
Key Responsibilities
- Forecasting Support: Assist in building staffing models and schedules using historical BPO volume data and seasonality trends.
- Real-Time Monitoring: Learn to monitor "the floor"—tracking live contact volumes, AHT (Average Handle Time), and agent states to help mitigate service level breaches.
- KPI Tracking: Utilize WFM tools to track and report on Service Levels (SL), Occupancy, Shrinkage, and Schedule Adherence .
- Stakeholder Coordination: Communicate with Operations Managers and Team Leads in the US and Philippines to help align staffing with daily requirements.
- Data Reporting: Generate daily and weekly performance reports that highlight operational gaps and areas for efficiency gains.
- Incident Support: Assist the senior team in executing contingency plans during technical outages or unexpected volume spikes.
- Process Alignment: Work with Training and Recruitment to help plan for "new hire" nesting periods and upskilling sessions.
Required Qualifications
- Education: Graduate of BS IT or BS Computer Science. (Required)
- Experience: No prior experience required. This is an entry-level position; we provide the training for the right candidate.
- Technical Aptitude: Strong proficiency in Microsoft Excel or Google Sheets (formulas, pivots, and data visualization).
- Analytical Mindset: A natural curiosity for numbers and the ability to spot patterns in data.
- Communication: Strong command of English (written and verbal) to collaborate with global leadership and local teams.
- Shift Flexibility: Willingness to work in a 24/7 BPO environment, including night shifts, weekends, and holidays.
Job Type: Full-time
Benefits:
- Company events
- Health insurance
- Opportunities for promotion
- Paid training
Application Question(s):
- Can you work different site (Calamba Los Baños, and Bay)
Experience:
- workforce, real-time management, or operations support: 1 year (Required)
Work Location: In person
Vacancy posted more than 2 months ago
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