Manager

4 weeks ago

Antipolo, Philippines Movate Technologies Services Limited Full time

• At least 5 years of BPO experience in a multi-site, multi-client, BPO environment

• Minimum 5-year experience as an end-to-end WFM (Forecasting, Capacity Planning, Scheduling, Real-Time Management) and BI&R leader responsible for the delivery for multiple clients ranging from small-medium (10-300FTE) to large (1000+ FTE), as well as from organizational output

• With at least 3 years of managing group/s of Workforce Analysts and/or Leaders providing end to end services to multiple campaigns

• Technical proficiency or experience in the utilization and output design of data tools (e.g. ActiveInsights, DOMO, SQL, DataStudio, Looker, BI, Tableau, Python, etc)

• Technical proficiency (inclusive of backend set up) of any WFM Tool/s (e.g. IEX (preferably), Calabrio, Verint, Alvaria, etc.)

• Existing or last role was WFM Manager responsible for multiple clients

• If not at a WFM Manager level, at least 5 years of WFM experience (multifaceted) in a multi-site, multi-client, multi-campaign environment, with leadership potential

• Accountable for the performance, productivity and effectiveness of Workforce Management Team

• Define, develop and execute WFM processes for the assigned campaigns in conjunction with cross-functional departments

• Conducts regular meetings with team members to continuously communicate key information regarding changes to business and/or policies and procedures

• Provides leadership, direction and growth opportunities to members of the department, performing those responsibilities in accordance with the Company's policies and applicable laws

• Achieves operational objectives by contributing information and recommendations for strategic plans to prepare action plans, implementing into production and call center standards

• Regularly audits Workforce operations to ensure quality of service delivery

• Oversee that proper training is available and/or conducted for Workforce Management personnel

• Develop, refine, and execute a strategic plan to ensure all client contractual obligations are met – by interval, daily, weekly and/or monthly

• Assures that near real-time agent performance data is maintained to support operations management with accurate performance coaching information

• Responsible for analyzing call and staff forecasts to identify needs and corrections

• Proactively works with the delivery and support leaders to assure that staffing requirements are understood and being addressed

• Proactively communicates needs and opportunities to operations management about staff optimization and cost management

• Acts as a point of contact for any service impacting issues and Movate’s response/s

• Performs or participates in regional WFM or GWFM projects/initiatives as required

• Proficient or expert in at least 1 WFM tool when processing WFM output (Forecasting, Scheduling, RTM, Reporting)

• Amenable to work onsite (venue as necessary) and potential work hour adjustments depending on the need

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