Workforce Specialist

VGW is an interactive entertainment company, harnessing technology and creativity to deliver world-class, free-to-play games.

We have an exciting opportunity to join our Workforce Management team in Manila and are currently looking for a Workforce Specialist to join the team.

As the Workforce Specialist, you are responsible for scheduling staff across all contact center teams. You will make short term and long term interactions volume and staffing recommendations to operations in order to enhance customer satisfaction with VGW services. You will solve complex problems within established parameters and identify and recommend responses to new and unusual circumstances and situations. Job requires working knowledge of workforce management principles, practices, policies, procedures and techniques. This role reports to the Workforce Manager. 

Key responsibilities:

• Create and maintain shift schedules to ensure adequate and sufficient coverage.
• Adjust intraday forecasts derived to determine required staffing.  
• Real-time monitoring of queues across multiple brands and lines of business.
• Produces and analyzes quantifiable performance figures (ie. ticket volumes, running service levels, AHT, etc) in order to make critical recommendations to address business performance issues.
• Monitor and adjust staffing levels to meet operational demands while controlling labor costs.
• Provide recommendations and observations in relation to the impact of staffing levels using various data modeling and strategies.
• Manage and approve/deny time-off requests, ensuring adequate coverage and compliance with company policies.
• Compile statistics and performance metrics related to scheduling and communicate updates with Team Leads, HR and other stakeholders.
• Ensure compliance to applicable regulations and contractual obligations related to scheduling, overtime, breaks, and rest periods.

What you will bring to the role:

• Bachelor's degree in Business Administration, Project Management or a related field. (Or equivalent work experience)
• 3 years minimum experience in a contact center related role (such as RTA or WFM Specialist)
• Expert knowledge in Google Sheets/Microsoft Excel for report generation; with macro scripting a plus.
• Ability to interpret raw data into substantial and meaningful reports.
• Proven resourcefulness and independence, having demonstrated research and investigative techniques. 
• Excellent organizational and time management skills.
• Knowledge of industry-standard Workforce management systems.
• Strong analytical and problem-solving abilities.
• Effective communication and interpersonal skills.
• Experience with DR and BCP outage considered an asset.
• Works well under pressure, performs and coordinates multiple tasks simultaneously.

 

About VGW

VGW is an interactive entertainment company, harnessing technology and creativity to deliver world-class, free-to-play games.

With high-quality, acclaimed brands including Chumba Casino, Global Poker and LuckyLand Slots, we entertain and delight over one million players in North America.

As pioneers in sweepstakes promotions for online social games, we also offer our players the opportunity to redeem incredible prizes.

At VGW, one of our core values is "our players come first". This means always striving to deliver a safe, responsible and positive player experience.

 

Why VGW?

At VGW, we’re more than just a team. We’re a diverse and inclusive group of individuals, each playing a vital role in our success.

Our core values are clear and strong; we win together, do what’s right, put our players first and are powered by passion.

We believe in our people and are committed to creating an environment where everyone feels welcome, inspired, and supported. We recognise that life is more than just work - that’s why we’re all about flexibility so you can strike a healthy balance between your personal life and career. We’re also here to champion your growth in your current role and future aspirations, providing opportunities for learning and career advancement. And to top it off, we back this all up with competitive compensation, perks and benefits.  

But it’s not all business. We inject fun into the workplace, celebrate together and create lasting memories, from a mix of in-person and online events, to social gatherings and much more.

It’s our combined skills, ideas and visions that drive us forward. Join us on this exciting journey, and together, we’ll achieve remarkable things. 

If you want to join a team that does things differently, apply today - we look forward to seeing what you can bring to our team.

Find out more at www.vgw.co

 

 

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