Workforce Management Director

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

Want to keep updated? Follow us:
Website: http://www.callcenterpilipinas.wordpress.com
Facebook: http://www.facebook.com/callcenterpilipinas
Twitter: http://www.twitter.com/callcenterph
Google+ : http://www.gplus.to/callcenterpilipinas

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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This job post can also be shared to your friends or colleagues who wanted to explore job opportunities in the BPO/Call Center industry. Just share it!

 

 

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Workforce Management Supervisor

Workforce Management Supervisor
Location: Frontera Verde, Pasig
Salary: Negotiable
Starting date: ASAP

Responsibilities:
1. Acts as POC in managing the day-to-day operation of the Real Time Adherence Team while maintaining service levels for a US-based Database Management Account.
2. Oversees the Real Time Adherence Team’s creation of reports to meet requirement of Operations/ Management / other departments.
3. Supervises daily activities and deliverables of RTAs
4. Develops employee schedules to match planning and forecasting outputs, as well as planning input from operations Management
5. Utilizes effective methods for managing scheduling practices such as the schedule bid process.
6. Schedules for planned absences; schedule changes, such as vacation and breaks
7. Retains special training and special events schedule
8. Uses accuracy of forecast and schedule accuracy measurements for continuous improvement
9. Works closely with client services to adjust staffing expectations based on validated data.
10. Conducts root cause analysis as required, and provides business solutions to Manager/Client.
11. Works closely with Operations Team to ensure respective lines of business are in line with requirements.
12. Mitigates business deliverable risk by closely maintaining all short and long term staffing requirements.
13. Ensure continued profitability via efficient resource allocation
14. Measures, monitors results and makes adjustments based on requirements and business deliverables.
15. Recommends and modifies staffing models to best suit contractual requirements.
16. Remains highly familiar with all contractual deliverables and parameters.
17. Participate in strategic business planning in the absence of the Workforce Manager
18. Communicate effectively with team regarding business and operation demands
19. Leads and manages the team in meeting the overall HR performance by controlling and complying to company established standards and local laws

Requirements:
• Candidate must possess at least a Bachelor’s Degree in any field.
• At least 4year(s) of working experience in the related field is required for this position.
• Preferably Workforce Supervisors specializing in Scheduling, Reporting and RTA in Call Center environment in the last 3 years with extensive background in handling Inbound programs.
• Has prior experience in Reports Generation and Analysis
• Strong working knowledge of Workforce Management tools such as CMS, IEX, EWM, Crystal reports.
• Thorough knowledge of Ms Office specifically advanced knowledge in Excel
• Excellent communication skills
• Highly analytical
• Sound people management
• Sound time management
• Ability to multi-task, adapt to changes, and achieve results with accuracy and precision
• Proven Leadership skills
• Open to working on flexible and graveyard shifts
• Ability to begin ASAP is an advantage
• Applicants must be willing to work in Silver City, Frontera Verde, Pasig City

 

Interested? Contact us:
Send updated CV to: callcenterpilipinas@gmail.com

Want to keep updated? Follow us:
Website: http://www.callcenterpilipinas.wordpress.com
Facebook: http://www.facebook.com/callcenterpilipinas
Twitter: http://www.twitter.com/callcenterph
Google+ : http://www.gplus.to/callcenterpilipinas

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

—
This job post can also be shared to your friends or colleagues who wanted to explore job opportunities in the BPO/Call Center industry. Just share it!