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

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Workforce Scheduler

Workforce Scheduler
Location: Silver City, Frontera Verde, Pasig
Salary: Negotiable
Starting date: ASAP

Responsibilities:
The Resource Scheduler is mainly responsible for creating the most efficient agent schedules using approved assumptions. The focus is to maximize manpower utilization while achieving client metrics.
• Develops employee schedules to match planning and forecasting outputs, as well as planning input from operations Management
• Utilizes effective methods for managing scheduling practices such as the schedule bid process.
• Schedules for planned absences; schedule changes, such as vacation and breaks
• Retains special training and special events schedule
• Uses accuracy of forecast and schedule accuracy measurements for continuous improvement
• Works closely with client services to adjust staffing expectations based on validated data.
• Conducts root cause analysis as required, and provides business solutions to Manager/Client.
• Works closely with Operations Team to ensure respective lines of business are in line with requirements.
• Mitigates business deliverable risk by closely maintaining all short and long term staffing requirements.
• Ensure continued profitability via efficient resource allocation
• Measures, monitors results and makes adjustments based on requirements and business deliverables.
• Recommends and modifies staffing models to best suit contractual requirements.
• Remains highly familiar with all contractual deliverables and parameters.

Requirements:
• Candidate must possess at least a Bachelor’s/College Degree , any field or equivalent work experience
• At least 1 year experience specializing in Scheduling in an international call center environment
• Strong background in IEX and other workforce tools is required.
• Handled large scale accounts (on-shore or off-shore) with multiple LOBs is desired.
• Advance knowledge in MS Excel is desired
• Excellent reporting skills; knowledge in pivot reporting
• Experienced in manual scheduling
• Applicants must be willing to work in Silver City, Frontera Verde, Pasig.
• Ability to start ASAP is an advantage
• Open to rotating and graveyard shifts

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!

Real Time Analyst

Real Time Analyst (RTA)
Location: Frontera Verde, Pasig
Headcount: 3
Salary: Negotiable
Starting date: ASAP

Responsibilities:
The Real Time Analyst manages and/or balances service levels for the call center across programs, internal locations, lines of business and products. The analyst manages the performance of the call center according to any contractual agreements and internal goals; the focus is to create positive experiences for customers while maintaining an efficient call center enterprise.

• Monitors real-time call volume and schedule conformance to efficiently utilize staffing resources and to meet any necessary contractual obligations
• Coordinates and manages same day and/or short term off-line event scheduling for call center agents while maintaining acceptable performance of the call center
• Provides the WFM Scheduling team future exceptions for scheduling in IEX in order to consistently maintain appropriate staffing levels
• Monitors CMS and RTA to assist the management teams with acceptable agent adherence to schedules
• Analyzes trends such as call volume, AHT, and attendance to understand and plan for potential over staffing/under staffing conditions; adjust plans prior to and/or same day based on the ability of the call center to attain appropriate performance results
• Manages agent profiles within CMS to best utilize all staffing resources
• Monitors available reports to effectively manage the performance each call center business and/or product to acceptable results
• Participates in Help Desk calls to relay how issues are impacting the call center
• Assists in the development of all reports and/or processes that increase the ability of the call center to effectively and accurately plan acceptable performance results
• Effectively communicates call center performance and information by providing the business informational updates regarding the recent, current, and future state of the business.
• Schedule daily, weekly, monthly meetings to communicate information to Work Force Leaders to set expectations and confirm business needs to allow the business to make sound decisions
• Provides the business with timely status updates on projects and initiatives
• Complete necessary reports, ad hoc reports as required

Requirements:
• Bachelor’s Degree (any field) or equivalent work experience
• At least 1 year experience specializing in Real-Time Monitoring or Workforce Analysis
• Advanced knowledge in MS Excel and relevant WF tools such as IEX and CMS.
• Knowledge in problem solving processes
• Strong communication skills
• Above average reporting skills
• Excellent analytical skills
• Must possess effective organizational skills and time management skills
• Ability to work on several projects simultaneously
• Ability to come up with sound and accurate decisions in any given circumstance
• Ability to exhibit professionalism
• Demonstrated ability to work with a team
• Demonstrated ability to communicate effectively and professionally with internal and external associates
• Ability to work independently with minimal supervision, meeting multiple deadlines in a high pressure environment.
• Ability to work a flexible schedule (graveyard/shifting schedule)
• Amenable to working in 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!