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PROJECT NAME: Workforce Command Center
POSITION TITLE: Workforce Services Senior Manager
WORK SETUP: Return to Office
Overall Purpose
The Command Center Senior Manager is responsible for Overall Delivery of WFM, Agent Performance and Reporting Functions.
Responsibilities
- Responsible for all cross-geography functional delivery for WFM, AP and Reporting for all contracts
Management of the Financial Cost recovery of all contracts
- To support all Sales, Solutions and RFP responses by building/assisting development of Sales, Quotes, Demos and Tours
- Responsible for looking for opportunities to expand the Command Center service offering into additional contracts (existing and potential clients)
- Accountable for delivery on all contracts / SLAs / BOIs /SLA+
- Accountable for key metrics on Cost to serve, Automation Take out, Agile and Client Innovation
Others
Project Shift Schedule: Rotation Shift
Project Rest Day: Rotation Off
Project/Team Location: Mandaluyong Robinsons Cybergate Tower 2
Qualifications
SKILL AND QUALIFICATIONS:
- At least 15 years overall experience with at least 7 years in leadership capacity (managers/sr. managers as direct reports) - (BPO or non-BPO)
- Well rounded in all WFM aspects (RTA, Forecasting, Scheduling, Capacity Planning)
- For Forecasting, Scheduling, Capacity Planning - must be able to do it manually AND with a tool and create from scratch as well - Good to have
