Who Are We
We are a Global BPO with multiple locations in Canada and abroad. We are excited to provide internal and external growth opportunities as we continue to expand. NCR Inc. is proud to offer our Agents initial paid training, monthly coaching, performance management support and ongoing learning and development opportunities. We value providing numerous employee engagement and philanthropic initiatives throughout the year also. We'd love to have you join our team!
Job description:
The Workforce Management Manager at NCR Inc. will be responsible for developing and continuously improving an innovative, employee centric, WFM practice and managing all workforce management activities and tasks in our contact centers. The role is expected to strategically allocate resources, track attendance, reporting and analysis to maximize productivity and identify best approach to proceed with the operations while adhering to client headcount requirements and the continuous development of laws and regulations in the workplace and reducing potential risks. Additionally, the candidate should be able to communicate effectively, well-organized, and capable of managing various tasks.
What You'll Be Doing:
Understand well business process analysis
Assist with scheduling, process time-off requests, and generate reports to show productivity and performance changes
Provide management with efficiency updates while upholding high customer service standards through timely monitoring
Ensure that there is enough staff based in alignment with operational objectives, forecast volume needs and track work performance
Escalate potential interruptions to management in a timely manner
Use creative approaches to forecasting, scheduling, capacity planning, real-time operations, reporting and analysis.
Introduce and train team members, managers, and trainers on the use of workforce planning tools
Communicate with management and operations team to ensure compliance with client and company standards
Develop reporting processes, dashboards and presentations to comply with management reporting needs
Help drive continuous improvement to increase productivity, accuracy, and improve case management staffing levels
Work with various departments/programs and other senior employees to implement strategic plans
What you should have:
Bachelor's of graduate's degree in business/business administration, IT, data science, or equivalent work experience in a related field
3-5 years of experience in workforce management in a contact center environment is required
Deep understanding of WFM principles especially in the contact center/customer service environment
Up to date on all the latest tools and tricks
Negotiation abilities and time management skills
Extensive expertise in reporting and analysis, forecasting, charts, graphs, correlations, etc.
Exceptional oral/written communication, problem solving, critical thinking, and collaboration skills.
Strong organizational skills and multitasking ability
Must be able to work independently, take initiatives and meet deadlines.
Must be adaptable and capable of working under pressure in a fast-paced environment.
Full Time Work From Home Position:
Work remotely from secure home office in the Philippines
Ability to work coordinating hours with Head Office in Ontario, Canada.
Reliable high speed internet 50 mbps download/20 mbps upload
