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Ubiquity!
The Responsibilities:
- Understanding of key business objectives, timeframes, and requirements associated
- with Workforce Management
- Responsible for tracking, forecasting analyzing real time management and planning of
- assigned call volume, headcount requirements, shrinkage, attrition and handle time
- goals throughout the group sites
- Reporting of Daily program metrics on assigned projects
- Makes strategic recommendations to improve productivity while balancing service levels
- and costs
- Ensures that the team follows workforce procedures
- Assist in resolving serious customer complaints and escalated issues
- Participates in daily and weekly meetings that requires WFM involvement
Knowledge, Skill Set & Qualifications Required (External)
- More than 5 years Workforce Management experience with a minimum of 3 years experience as a Manager
- Has experienced end-to-end Workforce Management roles: Real Time Analyst, Scheduler, Planner, Forecaster
- Advanced knowledge on AVAYA CMS
- Preferably someone with Verint experience
- Has handled programs with > 1000 FTEs
- Amenable to travel in both locations: Manila and Bacolod Offices
- Has strong command of the English language both verbal and written communication
- Ability to create/manage scheduling and real-time management processes and tools effectively
- Strong Analytical and Management skills to create and develop improvement plans for respective direct reports
- Ability to work with a team and individually would be of great help for this position
- Open to working on any shift especially graveyard
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