Senior Manager, Workforce Management

2.8

Job Type   /   Job Level

Full-time   /   Manager

Company Location

Philippines

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The Responsibilities:

Understanding of key business objectives, timeframes, and requirements associated
with Workforce Management
Responsible for tracking, forecasting analyzing real time management and planning of
assigned call volume, headcount requirements, shrinkage, attrition and handle time
goals throughout the group sites
Reporting of Daily program metrics on assigned projects
Makes strategic recommendations to improve productivity while balancing service levels
and costs
Ensures that the team follows workforce procedures
Assist in resolving serious customer complaints and escalated issues
Participates in daily and weekly meetings that requires WFM involvement

Knowledge, Skill Set & Qualifications Required (External)

More than 5 years Workforce Management experience with a minimum of 3 years experience as a Manager
Has experienced end-to-end Workforce Management roles: Real Time Analyst, Scheduler, Planner, Forecaster
Advanced knowledge on AVAYA CMS
Preferably someone with Verint experience
Has handled programs with > 1000 FTEs
Amenable to travel in both locations: Manila and Bacolod Offices
Has strong command of the English language both verbal and written communication
Ability to create/manage scheduling and real-time management processes and tools effectively
Strong Analytical and Management skills to create and develop improvement plans for respective direct reports
Ability to work with a team and individually would be of great help for this position
Open to working on any shift especially graveyard

Jobs in Philippines » Jobs in Quezon City, National Capital Region, Philippines » Senior Manager, Workforce Management

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