Senior Manager, Workforce Management

Company : Ubiquity Global Services

Job Type : Full Time

Cagayan De Oro, Philippines

Number of Applicants

000+

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Job Description - Senior Manager, Workforce Management

Apply today and start your journey with 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

Original job Senior Manager, Workforce Management posted on GrabJobs ©. To flag any issues with this job please use the Report Job button on GrabJobs.

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Senior Manager, Workforce Management

Job Description - Senior Manager, Workforce Management

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