Workforce Services Associate Manager

Gratitude Inc

1664 Views

12 hours ago

3-6 Year(s)

Manila (Mandaluyong)

Job Description

Key Skills

Sales Forecasting Scheduling Capacity Planning people Management Workforce Management BPO Call center WFM Supervisor RTA tool

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Gratitude Inc. is a leading professional HR Tech Recruitment firm specializing in recruiting permanent, contract, and temporary positions for the world's top companies.

Our base is in India, Philippines, Malaysia, Kenya, Nigeria, Singapore, Vietnam, Thailand, and USA for now.

We are a Direct Sourcing Partner Company of the different top BPOs offshore and onshore.

We have ongoing hiring for a Workforce Services Associate Manager.

Responsibilities

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.

Participating in the action and strategic planning process that establishes annual objectives and goals for an organization.

Responsible for delivery on all contracts / SLAs.

Managing internal and external audit with processes and controls.

Development of resources under his/her span.

Providing Operations Director/Managers with input on possible resolutions.

Providing solutions to escalated issues and updates.

Performance management of all employees reporting directly / indirectly under him / her.

Developing 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.

Qualifications:

At least 3 years people management experience with at least 2 years managerial experience in WFM (supervisors as direct reports).

Experience in RTA, Scheduling, Cap Planning & Forecasting.

For scheduling, Capacity Planning and Forecasting (needs to know manual and with a tool and create from scratch).

Client facing.

Other Details

Salary: Open [Based on Experience]

Location: Manila, iHub2

Additional locations:Mandaluyong, Quezon City, Taguig, [Onsite]

Role

Manager -Customer Service

Timings

Flexible (Permanent)

Industry

BPO

Work Mode

Work from office

Process

Non-Voice

Functional Area

ITES / BPO / Customer Service

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