WFM Manager (Support Leadership) | Onsite in Cebu
Gratitude IncWFM Manager (Support Leadership) | Onsite in Cebu
Job Description
Key Skills
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Job title: WFM Manager
Account: Healthcare
Type of Support: Voice
Work set up: 100% Onsite in Cebu
Work shift: US Business Hours
Salary: Up to 68K
Start date: ASAP
Job Description:
Leading a team for performing data analysis and reporting statistical reports and key trends as support for business decisions. Daily, Month end and Quarter end Report generation, PPTs, in-depth and accurate data analysis. Developed various dashboards and reports using Excel, VBA and Power BI.
Responsibilities:
• Monitor and manage headcount for processes assigned
• Validate production and non-production hiring and/or internal movements in coordination with the process heads
• Manage and monitor forecasts for volume, productivity and shrinkages
• Create Forecasts, preparing and validating the monthly invoice to be billed to the client
• Analysis of scheduling outputs and recommend changes whenever necessary
• Coordinate with internal and external stakeholders on items related to capacity planning and hiring
• Coordinate with cross-functional teams on matters related to resource planning and movements
• Supervise and train team members performing work tasks and responsibilities
• Have regular discussions with the clients both external and internal
Qualifications:
• Must be a College graduate
• At least 5-7 years of relevant experience in workforce management in a BPO setting
• With Advanced Excel experience (VLOOKUP, Pivot Table, etc.)
• Good working knowledge of computer i.e., MS-Office, Above average MS Excel knowledge is required.
• Excellent verbal & written communication & presentation skills
• Good Interpersonal & people management skills with a good problem-solving approach.
• Report and dashboards creation
• Experience of stakeholder management and client interaction
• Exposure with real-time, scheduling, forecasting, capacity planning, etc.
• Expert knowledge of service procedures
• Good analytical skills for MIS, number crunching & reporting to internal & external customers
• WFM Tool Competency (IEX, eWFM , etc.)
• RTA/MIS Experience is advantageous
• Can work with minimal supervision and has initiative
• Open for local or Filipino applicants only
• Not a job hopper
• Must not be a present or former employee of Wipro
• Willing to work onsite
Relevant Job titles:
• reports analyst, data analyst, reporting analyst, capacity planner, scheduler and forecaster
Role
Operations Manager
Timings
US-Type Shift (Permanent)
Industry
Medical / Healthcare / Hospital
Work Mode
Work from office
Functional Area
Banking / Financial Services
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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