Work Force Manager

Gratitude Inc

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13 hours ago

Work Force Manager

10-12 Year(s)

Manila

Job Description

Key Skills

Call Center Time Management Reporting and Analytics Workforce Management good communication skills bachelors degree

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Responsibilities:

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.

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.

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.

Experience:

10+ years managing Work Force Management in the Contact Centre space.

Role

Team Leader

Timings

Day Shift (Permanent)

Industry

BPO

Work Mode

Work from office

Process

Non-Voice

Functional Area

ITES / BPO / Customer Service

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