Workforce Manager-BPO Background

2 weeks ago

Cebu City, Central Visayas, Philippines Tech Mahindra Full time
  • Should be able to handle and achieve the departmental requirements.
  • Knowledge of VBA, MS Access, SQL preferable.
  • Maintaining secrecy of data.
  • Knowledge (what the person must know): Understanding of operational process, logical thinking, reporting and analysis.
  • Should be open to change; multi-tasking skills.
  • Team management.
  • Own the MIS delivery for the account with respect to all aspects of WFM – Planning, Scheduling, Forecasting, Real-Time Management, Reporting.

Key Deliverables (KRA/Measure):

  • Accurate and timely reporting.
  • Client Management – Internal and External
  • Ability to work on data and generate various types of dashboards, reports/ad-hoc reports.
  • Meeting client requirements within TAT and with accuracy.
  • Ability to handle high level data analysis and data.
  • Ensure all SLA's related to business in terms of MIS like Service Level, Abn %, etc. are met consistently.
  • Should be able to ensure that monthly volumes are handled effectively without any negative impact on the revenue.
  • Should look at revenue enhancement opportunities within the business.
  • Should contribute to the business by proactively providing solutions to preempt possible situations which could impact performance/revenue.

Skill Sets:

  • Should have sound knowledge of WFM – Planning, Scheduling, Forecasting, Real-Time Management, Reporting.
  • Good on communication all round and able to control the flow of conversation to effectively communicate to one and all.
  • Should have good excel skills and be able to up-skill the team on excel skill sets if required, be hands on with creating reports.
  • Knowledge of VBA/SQL preferable.
  • Should have exposure to Aspect/IEX/BP standard WFM tools.
  • Should be sound in his knowledge of Avaya CMS.
  • Should be able to think on the feet to make decisions related to steps which would impact business.

Experience:

  • Should have WFM experience (please refer to the section "Skill Sets") for a minimum of 5 years and overall experience of 8 years in the Call Center Industry.
Your application will include the following questions:

How many years' experience do you have as a Workforce Manager?

Have you worked in a call centre before?

How many years of people management experience do you have?

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