Workforce SCHEDULER

Gratitude Inc

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14 hours ago

Workforce SCHEDULER

2-6 Year(s)

₱ 40 - ₱ 50K p.a

Manila

Job Description

Key Skills

avaya system IEX Impact 360 RTA tool eWFM

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

Salary is ranging from 40,000 - 45,000

Accessible locations are - Pasig, Mandaluyong, Makati, Pasay, Cubao, Manila, Batangas, Laguna

Basic Function: Responsible for managing the WFM Team. The primary role of the job is to coach and mentor the WFM Staff to ensure the delivery of the expected outputs. He / She is expected to maintain an effective team working relationships hence ensuring a high level of engagement and morale in his / her team.

Essential Functions

• Manage the Workforce Management Process of the program.

• Acts as back up to the Workforce Manager / Senior Manager

• Provide effective coaching and feedback to the staff to enable them to improve their performance

• Serves as a subject matter expert and mentor the team regarding Real Time Queue Management standards, quality of outputs, problem resolution and critical thinking

• Articulate performance expectations and team objectives while collecting and interpreting balanced measures to evaluate individual staff and team performance

• Provides recommendation on balancing staffing requirements with operational efficiencies and financial goals

• Adheres and complies to the company policies and procedures, external regulations and information security standards

• Communicate expectations, balance workload, monitor efficiency and initiate control measures to minimize variances in workload over time

• Ensures the team’s understanding and use of information system capability and functionality

• Create a positive work environment by acknowledging team contribution, soliciting inputs and offering personal assistance, when needed

• Establish an environment and work style that promotes the concept of teamwork

• Responsible and accountable for maintaining compliance with Human Resource policies and procedures and implements them at the employee level

• Handle internal client feedback and escalations

• Client interaction, where required at the level of Supervisors

• Other task/s delegated by the direct supervisor to effectively do his/her task as a Lead Assistant Manager

Role

NON-BPO

Timings

Day Shift (Permanent)

Industry

BPO

Work Mode

Process

Non-Voice

Functional Area

NON-BPO

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