Workforce Management Director
Location: Frontera Verde, Pasig
Salary: Negotiable
Starting date: ASAP
Responsibilities:
1. Directs and oversees the Business Readiness team and Real-Time Monitoring team in supporting operations
2. Serves as the primary point of contact for staff level forecasting, capacity planning, resource planning, and provides input to the finance department for contact center financial planning
3. Supports the strategic objectives of the organization by understanding the current state of the company, its customers, industry, and environment.
4. Directs the multi-site contact center schedule requirements, and provide consultation to teams on methods to optimize staffing and best meet call volume patterns across the network, including outsource partners
5. Develops business plans for department operations, including budget Ensures that staffing is efficient in order to maintain operational objectives
6. Analyzes contact center trends to predict long-term and short-term staffing needs
7. Evaluates and performs risk analysis on capacity assumptions including overall and site-level workload, technology initiatives, and facilities utilization
8. Works toward achieving maximum efficiency of call intakes
9. Develops policy and procedures for the information flow of contact centers
10. Ensures that operating units are compliant with established operational controls and best practices
11. Reports on and identifies account profitability and opportunities, recommending strategies to improve
12. Leads, mentors and develops a team of workforce managers, supervisors and analysts
Requirements:
• Ability to build strong relationships with applicable leadership teams
• Enthusiasm and curiosity for continuous improvement and root cause analysis
• Strong strategic and critical thinking skills; ability to see the “big picture” while also diving into the details where necessary
• Proactive leader who uses good judgment and makes decisions as necessary
• Demonstrated ability to attract and develop strong talent
• Outstanding verbal and written communication, ability to present and gain consensus with a large group
• Outstanding decision making ability and ability to work independently
• Strong problem-solving skills, self-motivation and the capacity to work under pressure and tight deadlines
• Inquisitive and a self-starter by nature
• Call Center operations/leadership experience
• Advanced Microsoft Excel skills required
• Amenable to working in Frontera Verde, Pasig City
Work Experience and Education Guidelines:
• University degree or equivalent
• 7+ years demand planning and forecasting experience
• 7+ years capacity planning and resource planning experience
• 7+ years of experience using a workforce management system (preferably IEX TotalView)
Interested? Contact us:
Send updated CV to: callcenterpilipinas@gmail.com
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NOTE: No Fees will be collected. Only qualified applicants will be entertained. Your resume is being kept with utmost confidentiality. All questions and inquiries will be answered during interview
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