Workforce Services Associate Manager

Gratitude Inc

402 Views

15 hours ago

2-3 Year(s)

₱ 40 - ₱ 50K p.m

Manila

Job Description

Key Skills

Call Center

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key skills

Workforce Manager

WFM Manager

people Management

bpo

RTA tool

Scheduling

forecasting.

Capacity Planning

Location

Mandaluyong

Position: Workforce Services Associate Manager

Salary: Open [Based on Experience]

Location: 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

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

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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