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Performance Optimization Lead

2 weeks ago

Antipolo City, Calabarzon, Philippines Movate Full time

We are seeking an experienced workforce manager to join our team at Movate.

About the Role
  • This position involves managing workforce analytics staff, manipulating and visualizing data from multiple sources to create Key Performance Indicator (KPI) reports.
  • Key responsibilities include forecasting work volumes, scheduling staff, and monitoring agent performance.
Key Responsibilities
  • Manage workforce analytics staff.
  • Forecast work volumes, schedule staff, and monitor agent performance.
  • Analyze metrics and trends to provide insights to management and clients.
Requirements
  • Previous experience in WFM department either as a team leader, Assistant Manager, or Manager.
  • End-to-end experience in WFM roles (Capacity planning, Scheduling, Real-time management, and others).
Skills and Abilities
  • Knowledge of contact center processes, technology, and concepts.
  • Excellent organizational skills.
  • Strong attention to detail.
  • Time management skills and the ability to multi-task.
  • Effective verbal and written communication skills.
  • Ability to work in a collaborative team environment.
Working Conditions
  • Amenable to work on site in BGC, Taguig/ Antipolo.
  • Amenable to work on a shifting schedule.
  • Can start ASAP.