Assistant Manager - WFM

Gratitude Inc

898 Views

14 hours ago

2-10 Year(s)

₱ 40 - ₱ 50K p.a

Manila

Job Description

Key Skills

WFM tools WFM Supervisor WFM Team Leader

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Position: Assistant Manager - WFM

Vertical: Healthcare

Locaion:Quezon city and Alabang

Salary: 50K package

Job Description

We have a fantastic opportunity for outstanding individuals to be appointed as Assistant Manager within the Workforce Management department.

The key purpose of this role is to lead, coach, develop, motivate and retain a team of WFM’s while ensuring that we offer the best service to Operations. The scope of the role requires the achievement of departmental service levels and focuses on target achievement.

Key responsibilities

Provide support to team members with queries, to ensure the needs of operations/clients are dealt with promptly, efficiently and professionally

Provide support for both team members and the operations

Ensure the department operates at its maximum handling capacity

Develop individuals through coaching and training

Provide effective two-way communication with the team, operations and client

Be an integral member of the WFM team

Ensure all WFM processes are documented, updated and communicated

Minimum 2 years of call center experience

Understanding of call center metrics

Understanding of workforce management metrics and methodology

Excellent communication skills

Excellent report writing skills

Determination to achieve high standards

Good decision-making skills

Ability to coach and motivate individuals

Willingness to be approachable and help team members

Performance management skills

Organizational skills

Ability to work well under pressure

Exceptional teamwork skills

Proven experience in driving HR and Operational processes

Qualifications

Minimize variations between delivery and plan

Prepare and maintain reports showcasing daily/weekly/monthly performance reports etc.

Ad-hoc reporting of metrics

Update and maintain Daily/Weekly/Monthly reports for stakeholders' consumption

Report deviations, Plan vs. Actual and its implication.

Create and maintain automated reports

Dashboard creation

Additional information

At least 1 year of working experience in the same field

Completed at least 2 years in college

Candidate must be willing to work in Bridgetowne Quezon City or Alabang site

Role

Manager -Customer Service

Timings

Day Shift (Contract To Hire)

Industry

BPO

Work Mode

Process

Non-Voice

Functional Area

ITES / BPO / Customer Service

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