Workforce service associate manager
Gratitude IncWorkforce service associate manager
Job Description
Key Skills
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Workforce Services Associate Manager
Location: Muntinlupa, QC, Taguig, Mandaluyong
JOB DESCRIPTION
Responsibilities:
The Workforce Associate Manager is responsible for driving corporate initiatives, delivery of
metrics and optimal performance of the group through continuous interaction with
stakeholders with the intent of achieving contractual objectives and corporate goals.
On boarding of new accounts in Location/Delivery Assurance vertical. This includes
communication with WFM Shared Services for the new account onboarding and identifying
and deviation from standard SOD.
Participates in the action and strategic planning process that establishes annual objectives
and goals for an organization
Responsible for delivery on all contracts / SLAs
Manages internal and external audit with processes and controls.
Responsible for the development of resources under his/her span
Provide Operations Director/Managers with input on possible resolutions. Provide solutions
to escalated issues and updates.
This position would be responsible for the performance management of all employees
reporting directly / indirectly under him / her.
Develop programs/modules/projects or other initiatives for WFM Team’s development and
efficiency
Serve as a resource for training and reporting of Call Center-WFM efficiencies,
account/team/individuals statistical analysis and process improvement.
Participate in customer presentations, client calls, and quarterly business reviews to
represent the workforce management department.
JOB QUALIFICATIONS
With 7-years overall workforce management (WFM) related experience (at least 5-years
supervisory/ management experience)
Required experience in either of the following skills: RTA (Real Time Adherence), Scheduling,
Capacity Planning and Forecasting
With client facing experience
Equal Employment Opportunity Statement
All employment decisions shall be made without regard to age, race, creed, color, religion, sex,
national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or
expression, genetic information, marital status, citizenship status or any other basis as protected by
federal, state, or local law.
Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest
as part of the hiring process.
Accenture is committed
Role
Customer Service Executive -Technical
Timings
Flexible (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.
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