Workforce Manager

1 week ago

Pasig, National Capital Region, Philippines Enshored Full time

Enshored Pasig, National Capital Region, Philippines

Workforce Manager

Enshored Pasig, National Capital Region, Philippines

3 days ago Be among the first 25 applicants

Direct message the job poster from Enshored

Specifically responsible for checking the accuracy & timeliness of generated reports of the entire team hence, evaluating and providing feedback to the Forecasting and Scheduling team thereby ensuring efficiency in the delivery of service and expectations of the client.

Information Management

Develops a complete understanding of the client's business model, policies, and procedures as they relate to Enshored.

Manages documentation and escalation of real-time internal and external IT issues.

Provides feedback to the Scheduling and Forecasting unit on the effectiveness of schedules for all accounts on a regular basis.

Ensures that policy rollouts happen smoothly.

Planning

Updates / Creates SOPs (standard operating procedures) with appropriate participation from Program Directors.

Manages identification, documentation, and analysis of client issues. Provide Operations Director/Managers with input on possible resolutions. Provide solutions to escalated RTA issues and updates.

Liaise with Other Departments/Units

Liaise with Forecasting and Scheduling Manager, Team Managers, and Operations Managers/Program Director to ensure that processes and communication are aligned.

Coordinates with HR Recruitment regarding open positions within the RTA team.

Quality Management

Creates and manages a high awareness to drive high utilization across the lines of business.

Supports the client's customers to effectively support Operations.

Manages delivery of service on the floor and makes real-time decisions to optimize resources and meet service issues and demands. Liaise with other departments for the timely and effective resolution of issues.

Staff Development/Management

Sets goals and conducts annual performance appraisals for Workforce Lead and quarterly progress discussion reviews to ensure that targets are met.

Manages with Workforce Lead regarding the performance of Real-Time Analysts.

Supervises, coaches, and develops Workforce Leads and manages the delivery of service on the floor.

Creates a positive work atmosphere and team spirit.

Conducts quarterly feedback sessions with direct reports' teams and creates an action plan to resolve outstanding issues.

Manages a team of Workforce Leads.

Ensures that supervisors address RTA and Specialists' needs, concerns, performance, motivation issues, and conflicts.

OTHERS

Performs other related duties as may be assigned either in support of divisional/departmental goal attainment or for his/her personal and professional training, education, or development as programmed by superiors.

Problem Analysis and Job Empowerment:

The post involves effective interpersonal and management skills to keep the team carry-out its functions with the utmost consideration on the accuracy of reports. It also allows issue resolution and decision-making on escalated RTA issues and trends.

Position Requirements:Education/Experience:
  • 3 years of management experience in a call center environment.
  • Experience in analytic and reporting functions is preferred.
  • Broad knowledge of contact center & customer service operations.
Knowledge/Skills/Abilities:
  • Proficiency in the use of workforce management software (preferably RightForce, Aspect eWorkforce, Management, and IEX) and telecommunication systems (Lucent CMS reporting, Lucent ACD system, call master, Automatic call recording and monitoring system).
  • Basic concept of queuing and traffic management using Erlang theory.
  • Solid knowledge of call center metrics and WFM policies and procedures.
  • Excellent verbal and written English communication skills.
  • Displays strong leadership potential.
  • Ability to manage direct reports remotely.
  • Excellent analytical & quantitative skills.
  • Demonstrated ability to work under pressure and produce.
  • Highly skillful in using all Microsoft Office products.
  • Ability to multi-task, adapt to change, and achieve results with accuracy and precision.
  • Requires time management and organizational skills.
  • Computer proficient and technology savvy.
Seniority level
  • Mid-Senior level
Employment type
  • Full-time
Job function
  • Business Development
  • Industries
  • Outsourcing and Offshoring Consulting
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