Salary: Negotiate

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Job content

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
  • Managing the day to day forecasting and scheduling for specified accounts
  • Establishes a statistical baseline forecast for all departments
  • Formulate recommendations based upon analysis, data and input from users and departmental management
  • Appropriately forecast and account for growth due to seasonal variations and special events
  • Gathers data to understand the key drivers of volume (lead and marketing forecast, outbound call volume) and incorporate into forecasting and planning
  • 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 TCAP 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

Role Profile:

  • 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
  • Team Player
  • Dependability regarding completion of assignments and attendance
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Deadline: 03-05-2024

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