director, workforce

4 weeks ago

Cebu City, Central Visayas, Philippines Qualfon Full time
Job Summary

Main Objectives and Duties:

1. Implementation and utilization of WFM tools

- Tools implementation: Verint, NICE, ASPECT and other in-house proprietary systems
2. Provide leadership on the primary functions of the WFM team

- Provide senior leadership, and develop and guide strategies, priorities and deliverables. supporting the five primary functions for the group:

o Forecasting and Planning

o Command Center

o Scheduling

o Schedule Adherence

o Reporting

- Lead strategic decision-making using forecast, planning, trend history and real-time data and schedule management of all resources

3. Standardization across the Group

- Influence leaders at all levels to drive standardization across the organization, both state-side and globally to ensure consistency, efficiency and effectiveness, with the goal of providing an enhanced client experience

- Influence leaders at all levels to drive standardization across the organization, both state-side and globally to ensure consistency, efficiency and effectiveness, with the goal of providing an enhanced client experience

-
4. Reporting (WFM)

- Opportunity pipeline management – coordinates regular pipeline reviews with sales and professional services consultants to ensure accurate tracking and forecasting to meet Public Sector revenue influence goals.

- Goal/objectives tracking – works with managers to ensure we are on track for our global goals and objectives, develop, and coordinate efforts for reporting and tracking.

- Monthly metrics reporting - collaborate with CRM and Operation managers to track and report all key performance indicators for

various projects, goals, and time intervals.

- Develop and refresh all management dashboards, production report deliverables and other data reporting needs.
5.Personnel Management

- Builds and effectively lead a diverse team of managers and professionals in a high growth environment

- Conducts Staff meetings

- Conducts one-on-one coaching Sessions

- Ensures client's satisfaction by researching, resolving and documenting customer concerns.

- Maintains positive work environment

- Ensures necessary tools are provided for all to have quality service and achieve goals

- Provides leadership for management initiatives to develop good communication between its members to drive performance.

- Encourages providing feedback to fuel performance.

- Prepares and conducts performance reviews.

Area of expertise (Skills)
  • Bachelor's Degree in either Statistics, Mathematics or Engineering
  • At least 10 years of senior leadership experience with a minimum of 5 years in Work force management leading managers and a team of exempt level professionals.
Other Skills and Experiences (Min)
  • Advanced knowledge of Microsoft Excel (prior data mining experience a plus), strong analytical skills and attention to detail.
  • Working experience with complex budgeting spreadsheets, WFM systems and reporting tools (Verint, NICE, ASPECT, etc.), Demonstrated ability to think strategically about business, product, and technical challenges
Education

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