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Workforce Management Lead with 24K Signing Bonus!!!
☞ TRANSCOSMOS ASIA PHILIPPINES, INC.
View: 101
Update day: 19-03-2024
Location: Quezon City National Capital Reg Mandaluyong City Marikina City
Category: Other
Industry:
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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