Hiring For Work Force Manager in Makati
Gratitude IncHiring For Work Force Manager in Makati
Job Description
Key Skills
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Hiring For Work Force Manager in Makati
-
Description -
- Develop policies that impact workforce positively and work with operational staff to ensure communication of these policies and procedures are adhered to.
- Execute on budget forecasts and owns the development and implementation of staffing and metric models, reporting and analysis.
- 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 dialing standards.
- Modify call routing and campaign dialing to ensure calls are handled and dialed appropriately.
- Develop reporting processes, dashboards and presentations to fulfill senior leadership reporting needs.
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Qualifications
- Bachelor's or Graduate's Degree in business, IT, data science, or business administration.
- Negotiation abilities and time management skills.
- A confident, natural leader and problem solver with demonstrated critical thinking and collaboration skills.
- Advanced understanding of business process analysis.
- Strong command of English language and good communication skills.
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Experience:
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10+ years managing Work Force Management in the Contact Centre space.
- Collaborate to develop product marketing plans including market research, positioning, value proposition, and messaging that resonate with our target customers.
- Help drive continuous improvement to increase productivity, accuracy, and improve case management staffing levels.
- Assist service line leaders with QC tracking and management.
- Work with clients and use data to identify the changing skills workers will need, skills adjacencies, and craft learning and career path plans based on objectives
- Help teams design and craft ways for employees to learn and to roll out the continuous learning people need to perform effectively as organizations pivot at speed and scale.
- Escalate contact center interruptions to appropriate Executive Leadership Staff in a quick timely fashion.
Role
Customer Service Executive
Timings
Rotational Shifts (Permanent)
Industry
BPO
Work Mode
Work from office
Process
Voice
Functional Area
ITES / BPO / Customer Service
Note: Myglit doesn't charge any money from candidates. If you have been asked to pay money to get this job then report to us immediately at support@myglit.com.
Interview Tips
- Giving the VNA round?
- What are the most important skills you acquired as a Soft Skills/VNA trainer?
- How would you handle an irate customer?
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