Checking job availability...
Original
Simplified
Dayforce is a global human capital management (HCM) company headquartered in Toronto, Ontario, and Minneapolis, Minnesota, with operations across North America, Europe, Middle East, Africa (EMEA), and the Asia Pacific Japan (APJ) region.
Our award-winning Cloud HCM platform offers a unified solution database and continuous calculation engine, driving efficiency, productivity and compliance for the global workforce.
Our brand promise - Makes Work Life BetterTM- Reflects our commitment to employees, customers, partners and communities globally.
Location: Work is what you do, not where you go. For this role, we are open to remote work and can hire anywhere in the Philippines
About The Opportunity
We are customer operations – a customer-centric team that is immersed in the business and focused on driving growth and operational efficiency. We work closely with our business leaders, thinking strategically and globally. We’re focused on partnering with our business stakeholders on strategy development, data-driven decision-making, and execution on key strategic pillars.
The Customer Operations Analyst role will be an integral part the Customer Operations team and will be aligned to one of the Global Head Customer Operations business units to directly support the GCO leader and team.
The role is responsible for providing GCO operations support to the following GCO teams: Customer Support, Managed & Global Operations, Customer Success, and Tax Operations, by ensuring that resources, such as employees, are optimally utilized to meet organizational goals and customer demands by dynamically managing resources, responding to changing conditions, and optimizing processes in real-time while adhering to predetermined schedules and service level agreements.
What You'll Get To Do
Dayforce is fueled by the diversity of our talented employees. We are an equal opportunity employer and consider and embrace ALL individuals and what makes them unique. We believe our employees should be happy and healthy, with peace of mind and a sense of fulfillment.
We encourage individuals to apply based on their passions.
Dayforce encourages personal and professional growth. We offer excellent time away from work programs, comprehensive wellness initiatives and recognition through competitive pay and benefits.
With a commitment to community impact, including volunteer days and our charity, Dayforce Cares we provide opportunities for you to thrive both in your career and personal life. Our focus is not just on your job but on supporting you to be the best version of yourself.
Fraudulent Recruiting
Beware of fraudulent recruiting. Legitimate Dayforce contacts will use an @dayforce.com or @Ceridian.com email address. We do not request money, checks, equipment orders, or sensitive personal data during the recruitment process. If you have been asked for any of the above, or believe you have been contacted by someone posing as a Dayforce employee, please refer to our fraudulent recruiting statement found here: https://www.dayforce.com/be-aware-of-recruiting-fraud
Our award-winning Cloud HCM platform offers a unified solution database and continuous calculation engine, driving efficiency, productivity and compliance for the global workforce.
Our brand promise - Makes Work Life BetterTM- Reflects our commitment to employees, customers, partners and communities globally.
Location: Work is what you do, not where you go. For this role, we are open to remote work and can hire anywhere in the Philippines
About The Opportunity
We are customer operations – a customer-centric team that is immersed in the business and focused on driving growth and operational efficiency. We work closely with our business leaders, thinking strategically and globally. We’re focused on partnering with our business stakeholders on strategy development, data-driven decision-making, and execution on key strategic pillars.
The Customer Operations Analyst role will be an integral part the Customer Operations team and will be aligned to one of the Global Head Customer Operations business units to directly support the GCO leader and team.
The role is responsible for providing GCO operations support to the following GCO teams: Customer Support, Managed & Global Operations, Customer Success, and Tax Operations, by ensuring that resources, such as employees, are optimally utilized to meet organizational goals and customer demands by dynamically managing resources, responding to changing conditions, and optimizing processes in real-time while adhering to predetermined schedules and service level agreements.
What You'll Get To Do
- Generate and/or optimize schedules to ensure agent work patterns align with business needs.
- Provide real-time feedback and performance trend information to process owners for continuous improvement efforts.
- Work closely with/within short range forecasting team to identify trends and solutions to Service Level issues.
- Manage customer queues, making decisions about call routing, prioritization, and agent assignments. This involves ensuring that high-priority calls or urgent issues are handled promptly.
- Ensure staffing is in place to support business needs.
- Establish team guidelines using tools, procedures, and templates as appropriate.
- Participate in cross-functional meetings to review forecast, understand business needs and changes, and make recommendations for improvement.
- Escalate service failures appropriately and promptly.
- Perform other duties or special projects as assigned that are specific to the essential operations of the business group.
- Experience and understanding of call center dynamics and performance measurements.
- Ability to collaborate, negotiate and persuade, while maintaining positive relationships
- Excellent organizational skills, follow-through on tasks, and ability to prioritize multiple tasks under pressure.
- Self-driven, ability to work independently and manage deadlines at a fast pace.
- Capable of managing multiple priorities and competing demands calmly and effectively to complete work within specified time frames and quality parameters.
- Strong commitment to providing an exceptional customer experience, with a high level of dedication, enthusiasm, self-motivation, and persuasive ability in a team and cross-functional environment.
- Advanced knowledge of MS Excel
- Experience and understanding of call center dynamics and performance measurements.
- 3+ years in a Workforce Management position
- Education Required: High school diploma.
- Preferred: Bachelor’s degree
Dayforce is fueled by the diversity of our talented employees. We are an equal opportunity employer and consider and embrace ALL individuals and what makes them unique. We believe our employees should be happy and healthy, with peace of mind and a sense of fulfillment.
We encourage individuals to apply based on their passions.
Dayforce encourages personal and professional growth. We offer excellent time away from work programs, comprehensive wellness initiatives and recognition through competitive pay and benefits.
With a commitment to community impact, including volunteer days and our charity, Dayforce Cares we provide opportunities for you to thrive both in your career and personal life. Our focus is not just on your job but on supporting you to be the best version of yourself.
Fraudulent Recruiting
Beware of fraudulent recruiting. Legitimate Dayforce contacts will use an @dayforce.com or @Ceridian.com email address. We do not request money, checks, equipment orders, or sensitive personal data during the recruitment process. If you have been asked for any of the above, or believe you have been contacted by someone posing as a Dayforce employee, please refer to our fraudulent recruiting statement found here: https://www.dayforce.com/be-aware-of-recruiting-fraud
Dayforce is a global human capital management (HCM) company headquartered in Toronto, Ontario, and Minneapolis, Minnesota, with operations across North America, Europe, Middle East, Africa (EMEA), and the Asia Pacific Japan (APJ) region.
Our award-winning Cloud HCM platform offers a unified solution database and continuous calculation engine, driving efficiency, productivity and compliance for the global workforce.
Our brand promise - Makes Work Life BetterTM- Reflects our commitment to employees, customers, partners and communities globally.
Location: Work is what you do, not where you go. For this role, we are open to remote work and can hire anywhere in the Philippines
About The Opportunity
We are customer operations – a customer-centric team that is immersed in the business and focused on driving growth and operational efficiency. We work closely with our business leaders, thinking strategically and globally. We’re focused on partnering with our business stakeholders on strategy development, data-driven decision-making, and execution on key strategic pillars.
The Customer Operations Analyst role will be an integral part the Customer Operations team and will be aligned to one of the Global Head Customer Operations business units to directly support the GCO leader and team.
The role is responsible for providing GCO operations support to the following GCO teams: Customer Support, Managed & Global Operations, Customer Success, and Tax Operations, by ensuring that resources, such as employees, are optimally utilized to meet organizational goals and customer demands by dynamically managing resources, responding to changing conditions, and optimizing processes in real-time while adhering to predetermined schedules and service level agreements.
What You'll Get To Do
Dayforce is fueled by the diversity of our talented employees. We are an equal opportunity employer and consider and embrace ALL individuals and what makes them unique. We believe our employees should be happy and healthy, with peace of mind and a sense of fulfillment.
We encourage individuals to apply based on their passions.
Dayforce encourages personal and professional growth. We offer excellent time away from work programs, comprehensive wellness initiatives and recognition through competitive pay and benefits.
With a commitment to community impact, including volunteer days and our charity, Dayforce Cares we provide opportunities for you to thrive both in your career and personal life. Our focus is not just on your job but on supporting you to be the best version of yourself.
Fraudulent Recruiting
Beware of fraudulent recruiting. Legitimate Dayforce contacts will use an @dayforce.com or @Ceridian.com email address. We do not request money, checks, equipment orders, or sensitive personal data during the recruitment process. If you have been asked for any of the above, or believe you have been contacted by someone posing as a Dayforce employee, please refer to our fraudulent recruiting statement found here: https://www.dayforce.com/be-aware-of-recruiting-fraud
Our award-winning Cloud HCM platform offers a unified solution database and continuous calculation engine, driving efficiency, productivity and compliance for the global workforce.
Our brand promise - Makes Work Life BetterTM- Reflects our commitment to employees, customers, partners and communities globally.
Location: Work is what you do, not where you go. For this role, we are open to remote work and can hire anywhere in the Philippines
About The Opportunity
We are customer operations – a customer-centric team that is immersed in the business and focused on driving growth and operational efficiency. We work closely with our business leaders, thinking strategically and globally. We’re focused on partnering with our business stakeholders on strategy development, data-driven decision-making, and execution on key strategic pillars.
The Customer Operations Analyst role will be an integral part the Customer Operations team and will be aligned to one of the Global Head Customer Operations business units to directly support the GCO leader and team.
The role is responsible for providing GCO operations support to the following GCO teams: Customer Support, Managed & Global Operations, Customer Success, and Tax Operations, by ensuring that resources, such as employees, are optimally utilized to meet organizational goals and customer demands by dynamically managing resources, responding to changing conditions, and optimizing processes in real-time while adhering to predetermined schedules and service level agreements.
What You'll Get To Do
- Generate and/or optimize schedules to ensure agent work patterns align with business needs.
- Provide real-time feedback and performance trend information to process owners for continuous improvement efforts.
- Work closely with/within short range forecasting team to identify trends and solutions to Service Level issues.
- Manage customer queues, making decisions about call routing, prioritization, and agent assignments. This involves ensuring that high-priority calls or urgent issues are handled promptly.
- Ensure staffing is in place to support business needs.
- Establish team guidelines using tools, procedures, and templates as appropriate.
- Participate in cross-functional meetings to review forecast, understand business needs and changes, and make recommendations for improvement.
- Escalate service failures appropriately and promptly.
- Perform other duties or special projects as assigned that are specific to the essential operations of the business group.
- Experience and understanding of call center dynamics and performance measurements.
- Ability to collaborate, negotiate and persuade, while maintaining positive relationships
- Excellent organizational skills, follow-through on tasks, and ability to prioritize multiple tasks under pressure.
- Self-driven, ability to work independently and manage deadlines at a fast pace.
- Capable of managing multiple priorities and competing demands calmly and effectively to complete work within specified time frames and quality parameters.
- Strong commitment to providing an exceptional customer experience, with a high level of dedication, enthusiasm, self-motivation, and persuasive ability in a team and cross-functional environment.
- Advanced knowledge of MS Excel
- Experience and understanding of call center dynamics and performance measurements.
- 3+ years in a Workforce Management position
- Education Required: High school diploma.
- Preferred: Bachelor’s degree
Dayforce is fueled by the diversity of our talented employees. We are an equal opportunity employer and consider and embrace ALL individuals and what makes them unique. We believe our employees should be happy and healthy, with peace of mind and a sense of fulfillment.
We encourage individuals to apply based on their passions.
Dayforce encourages personal and professional growth. We offer excellent time away from work programs, comprehensive wellness initiatives and recognition through competitive pay and benefits.
With a commitment to community impact, including volunteer days and our charity, Dayforce Cares we provide opportunities for you to thrive both in your career and personal life. Our focus is not just on your job but on supporting you to be the best version of yourself.
Fraudulent Recruiting
Beware of fraudulent recruiting. Legitimate Dayforce contacts will use an @dayforce.com or @Ceridian.com email address. We do not request money, checks, equipment orders, or sensitive personal data during the recruitment process. If you have been asked for any of the above, or believe you have been contacted by someone posing as a Dayforce employee, please refer to our fraudulent recruiting statement found here: https://www.dayforce.com/be-aware-of-recruiting-fraud