Hiring for Workforce Manager in Makati

Gratitude Inc

1685 Views

11 hours ago

10-15 Year(s)

Manila (Makati)

Job Description

Key Skills

Business Process Workforce Management Workforce Manager

0 candidate(s) have already applied for this Job. Apply now

WE ARE CURRENTLY SEEKING FOR WORKFORCE MANAGER IN MAKATI CITY

Job Title: Workforce Manager

Location: Makati, Philippines

Responsibilities:

1. Formulate policies aimed at enhancing workforce performance and collaborate with operational teams to ensure the effective communication and adherence to these policies and procedures.

2. Implement budget forecasts, taking ownership of staffing and metric models, as well as reporting and analysis development.

3. Provide training to team members, managers, and trainers on the utilization of workforce planning tools.

4. Maintain open communication with management and operations teams to ensure compliance with client and company dialing standards.

5. Adapt call routing and campaign dialing strategies to ensure appropriate call handling.

6. Create reporting processes, dashboards, and presentations to meet the reporting requirements of senior leadership.

7. Collaborate to devise product marketing plans, which include market research, positioning, value proposition, and messaging targeted towards resonating with our ideal customers.

8. Drive continuous improvement initiatives to boost productivity, accuracy, and enhance staffing levels for case management.

9. Assist service line leaders in quality control tracking and management.

10. Utilize data and client interactions to identify changing worker skills, skill adjacencies, and develop learning and career path plans aligned with objectives.

11. Collaborate with teams to design and implement employee learning strategies to support agile organizational pivots at speed and scale.

12. Promptly escalate contact center interruptions to the appropriate Executive Leadership Staff.

Qualifications:

1. Bachelor's or Graduate's Degree in business, IT, data science, or business administration.

2. Proficient in negotiation and time management skills.

3. A confident and adept leader with a natural problem-solving ability, demonstrated critical thinking, and strong collaboration skills.

4. Advanced comprehension of business process analysis.

5. Exceptional command of the English language and effective communication skills.

Experience:

- Over a decade of experience in managing Workforce Management within the Contact Center industry.

APPLY NOW AND BE PART OF OUR GROWING TEAM!

Role

Manager-Technical

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.

Xandra Ang

Recruiter - Gratitude Inc

NA, philippines

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