Workforce Management Team Manager

2 weeks ago


Quezon City, National Capital Region, Philippines Cognizant Full time

Position Purpose

The Workforce Management Team Manager is responsible for preparing weekly schedules of all contact channels and managing capacity planning forecasting for the project. They work closely with Operations, calling out volume patterns events. Workforce Management TM also responsible to optimize and automate MIS as well as responsible for RTA reporting under him/her along with Team Leader, calling out events such as talk-time or after-call-work time which exceeds defined thresholds. They watch real-time campaign statistics across various measures such as service level or staffing interval requirements to ensure we are meeting contractual standards as defined by clients. They provide real-time feedback to Work Force Management and Operations management on the status of the campaign. Workforce Management TM may also be required to change agent skill associations on the switch and or provide historical reporting, depending on campaign requirements. Will be responsible for all KPIs, and SLAs aligned to the project and prepare RCA.

Qualifications

  1. Minimum 6-8 years' experience in a Contact Center or IT helpdesk environment of working as WFM function.
  2. 3-4 Years prior experience working with workforce management technologies preferred.
  3. 3-4 Years using one of the following systems: IEX, Variant, Blue Pumpkin WFM tool.
  4. Experience with Contact center ACD reporting, and metrics preferred. (Tableau, Avaya CMS, Cisco)
  5. People Manager and Team Player.
  6. Must know all Forecasting methodology and concept of capacity planning.
  7. Proficiency in Microsoft Office Applications including Word and Excel and other relevant software required.
  8. Knowledge of Power BI, Google Studio, Google Analytics, VB Macros and excel automation.
  9. Graduate/ B Degree.
  10. Strong Analytical Skills required to critically assess situations and make decisions in real time.
  11. Excellent problem solving and decision-making skills.
  12. Ability to operate effectively in a team environment.
  13. Excellent oral and written communication skills and interpersonal skills.

#J-18808-Ljbffr
  • Sr. Workforce Manager

    2 weeks ago


    Quezon City, National Capital Region, Philippines Afni Full time

    Senior Resource Manager Position Purpose: The Senior Resource Manager is responsible for the planning and coordination of all production work as it pertains to reporting, service levels, production to pay and agent occupancies. The incumbent is responsible for lowering cost to the centers and increasing efficiencies to generate revenue. Additionally, the...


  • Quezon City, National Capital Region, Philippines Ateneo Full time

    Posted 4 days ago and deadline of application is on 29 JunRecruiter was hiring 13 hours agoJob Description**Full JD to be sent to shortlisted candidatesSummary of Work Activities and Responsibilities:Under the supervision of the Workforce Management and Analytics Supervisor, the Workforce Management Analyst will assist in monitoring, reviewing, and analyzing...


  • Quezon City, National Capital Region, Philippines Ateneo Full time

    Workforce Management and Analytics Supervisor Posted 10 days ago and deadline of application is on 30 JunRecruiter was hiring a day agoJob Description**Full JD to be sent to shortlisted candidatesSummary of Work Activities and Responsibilities:Under the supervision of the Assistant Director for Organization Capability Development, the Workforce Management...


  • Makati City, National Capital Region, Philippines Oracle Full time

    Principal Consultant – SuitePeople Workforce ManagementAt Oracle NetSuite we work hard and we work smart. We hire steadfast competitors. We hire individuals that are daring trailblazers. Oracle NetSuite employees take the hill, we prefer action over inaction, we are tireless in our mission and we pause only to celebrate our success. And we DO celebrate,...


  • Mandaluyong City, National Capital Region, Philippines Neksjob Philippines Full time

    Workforce Services Associate ManagerManila | Mandaluyong | Taguig | Quezon City JOB DESCRIPTIONResponsibilities:The Workforce Associate Manager is responsible for driving corporate initiatives, delivery of metrics and optimal performance of the group through continuous interaction with stakeholders with the intent of achieving contractual objectives and...


  • Mandaluyong City, National Capital Region, Philippines RecruiterPH Full time

    JOB DESCRIPTIONResponsibilities: The Workforce Associate Manager is responsible for driving corporate initiatives, delivery of metrics and optimal performance of the group through continuous interaction with stakeholders with the intent of achieving contractual objectives and corporate goals. On boarding of new accounts in Location/Delivery Assurance...


  • Mandaluyong City, National Capital Region, Philippines Recruiter PH Full time

    JOB DESCRIPTIONResponsibilities: The Workforce Associate Manager is responsible for driving corporate initiatives, delivery of metrics and optimal performance of the group through continuous interaction with stakeholders with the intent of achieving contractual objectives and corporate goals. On boarding of new accounts in Location/Delivery Assurance...


  • Quezon City, National Capital Region, Philippines Pension Associates Retirement Planning, LLC Full time

    Acquire BPO is an award-winning global outsourcer that provides contact center and back office services on behalf of multinational clients. They are committed to safety, flexibility, and innovation, striving to be the partner of choice for businesses looking to leverage the best global BPO and AI resources. As a Workforce Planning Analyst, you will play a...

  • Program Manager

    2 weeks ago


    Quezon City, National Capital Region, Philippines Advanced Energy Management Limited Full time

    Press Tab to Move to Skip to Content Link Select how often (in days) to receive an alert: Create Alert About Advanced EnergyAdvanced Energy Industries, Inc. (NASDAQ: AEIS), enables design breakthroughs and drives growth for leading semiconductor and industrial customers. Our precision power and control technologies, along with our applications know-how,...

  • Contracts Manager

    2 weeks ago


    Quezon City, National Capital Region, Philippines Advanced Energy Management Limited Full time

    Press Tab to Move to Skip to Content Link Select how often (in days) to receive an alert: Create Alert Select how often (in days) to receive an alert: About Advanced EnergyAdvanced Energy Industries, Inc. (NASDAQ: AEIS), enables design breakthroughs and drives growth for leading semiconductor and industrial customers. Our precision power and control...


  • Mandaluyong City, National Capital Region, Philippines Mediatics Digital Indonesia Full time

    Posted 10 days ago and deadline of application is on 5 JulRecruiter was hiring 8 hours agoJob Description• Performs real time management analysis and execution of plans.• Generate reports including variance of operational forecast to plan• Maintain a detailed record of activities, actions and impacts• Develop budget and call/contact volume/work...

  • Finance Team Manager

    2 weeks ago


    Quezon City, National Capital Region, Philippines Manulife Insurance Malaysia Full time

    Finance Team Manager - Suspense COE page is loaded Finance Team Manager - Suspense COE Apply locations Quezon City time type Full time posted on Posted 2 Days Ago job requisition id JR We are a leading financial services provider committed to making decisions easier and lives better for our customers and colleagues around the world. From our environmental...

  • Training Manager

    2 weeks ago


    Quezon City, National Capital Region, Philippines Afni Full time

    The Sales Training Manager will plan, develop, and manage activities associated with the training and development of Consultants, Trainers, and management within a specified site. The incumbent will maintain a climate of customer-oriented service excellence by motivating and empowering team members and exceeding customer relationships. Essential Functions...

  • Workforce Analyst

    2 weeks ago


    Makati City, National Capital Region, Philippines WHR GLOBAL CONSULTING Full time

    Roles and ResponsibilitiesCollecting & analyzing data to identify pattern, trends, and key performance indicatorsMonitors call volume & adjusts schedules to ensure consistent service is maintainedProviding recommendations, key insights, and solutions to resolve any staffing and volume concernsUpdating schedules to account for breaks, paid time off,...


  • Quezon City, National Capital Region, Philippines DRMI (Team Lara) Full time

    Job Opening:Position/Job Title: SALES MANAGER (with 10 years experience in Retail Sales Management)Career Level: ManagerialYears of Experience: 10 yearsWork Schedule: Monday to Friday, 8:15am to 6:15pmLocation: Quezon CityQUALIFICATIONS: 10 years in sales management preferably in a related retail. In-depth knowledge of selling strategies and methods, as well...


  • Quezon City, National Capital Region, Philippines DRMI (Team Lara) Full time

    Job Opening:Position/Job Title: SALES MANAGER (with 10 years experience in Retail Sales Management)Career Level: ManagerialYears of Experience: 10 yearsWork Schedule: Monday to Friday, 8:15am to 6:15pmLocation: Quezon CityQUALIFICATIONS: 10 years in sales management preferably in a related retail. In-depth knowledge of selling strategies and methods, as well...


  • Quezon City, National Capital Region, Philippines DRMI (Team Lara) Full time

    Job Opening:Position/Job Title: SALES MANAGER (with 10 years experience in Retail Sales Management)Career Level: Managerial Years of Experience: 10 yearsWork Schedule: Monday to Friday, 8:15am to 6:15pmLocation: Quezon CityQUALIFICATIONS: 10 years in sales management preferably in a related retail. In-depth knowledge of selling strategies and methods, as...

  • Workforce Analyst

    2 weeks ago


    Makati City, National Capital Region, Philippines WHR GLOBAL CONSULTING Full time

    Roles and ResponsibilitiesCollecting & analyzing data to identify pattern, trends, and key performance indicatorsMonitors call volume & adjusts schedules to ensure consistent service is maintainedProviding recommendations, key insights, and solutions to resolve any staffing and volume concernsUpdating schedules to account for breaks, paid time off,...


  • Quezon City, National Capital Region, Philippines Advanced Energy Management Limited Full time

    Press Tab to Move to Skip to Content Link Select how often (in days) to receive an alert: Create Alert About Advanced EnergyAdvanced Energy Industries, Inc. (NASDAQ: AEIS), enables design breakthroughs and drives growth for leading semiconductor and industrial customers. Our precision power and control technologies, along with our applications know-how,...

  • Shift Manager

    2 weeks ago


    Quezon City, National Capital Region, Philippines View Moreicons Full time

    Sagility combines industry-leading technology and transformation-driven BPM services with decades of healthcare domain expertise to help clients draw closer to their members. The company optimizes the entire member/patient experience through service offerings for clinical, case management, member engagement, provider solutions, payment integrity, claims...