Senior Manager, Workforce Management

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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 Powered by JazzHR