Role Responsibilities:- Forecasting, Scheduling and Real Time Analysis of productivity to ensure that goals are met or exceeded
Understand and plan all aspects of staffing and capacity management for all sites directly responsible- Organize and create methods of communication, policies, and procedures that work in collaboration with Operations, Training and Quality, Information Technology, and Human Resources at all levels
Provide clear and concise reporting of team, skill, and center statistics such as service level, occupancy, interval adherence, and absenteeism at determined frequencies
- Make recommendations to implement improved processes
Responsible for respective department's overall performance and for motivating team to exceed department goals and objectives- Knowledge, understanding, and compliance with company policies and procedures
Accountable for all decisions, actions, and directives made to his/her team
- Responsible for progressive discipline with regards to attendance, performance and all aspects of company policy up to and including termination
Follow up in a timely manner to ensure customer satisfaction- Provide feedback to management concerning possible problems or areas of improvement
Perform other duties as assigned by management
Graduate of any related 4 year course
- Has background in Inbound, Outbound, and Non-Voice Services (knowledge on all lines of businesses is a plus)
Preferably with at least 2-3 years experience in Workforce Management- Minimum of 5 years experience managing Workforce Operations in a Customer Care and/or BPO operation, with client and senior management interaction
One year prior experience working with workforce management technologies ideally TCS, IEX or Blue Pumpkin
- One year prior experience with Avaya or other ACD phone system required
Strong analytical skills and ability to apply those real-time- Excellent problem solving and decision-making skills
Excellent oral and written communication skills at all levels of the organization
- Proficiency in Microsoft Office applications including Excel, PowerPoint and Word
Exceptional motivational, interpersonal and customer service skills; Demonstrated leadership skills.- Ability to speak in front of medium to large sized groups of people
Schedule Flexibility
Dependability regarding completion of assignments and attendance
Job Type: Full-time
Pay: Php50,- 00 - Php55,000.00 per month
Experience: - background in Inbound, Outbound, and Non-Voice Services: 1 year (Required)
managing Workforce Operations in a BPO: 3 years (Required)
- client and senior management interaction: 1 year (Required)
working with workforce management technologies ideally TCS: 1 year (Required)- working with workforce management technologies ideally IEX: 1 year (Required)
Avaya or other ACD phone system: 1 year (Required)
Willingness to travel:
* 100% (Required)
