Workforce Management

Gratitude Inc

670 Views

18 hours ago

6-7 Year(s)

₱ 45 - ₱ 55K p.m

Manila

Job Description

Key Skills

Workforce Analyst

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

key skills

Workforce Management

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

Role

Customer Service Executive

Timings

Rotational Shifts (Permanent)

Industry

BPO

Work Mode

Work from office

Process

Non-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.

Wesley Ivan Galicia

Recruiter - Gratitude Inc

NA, philippines

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