Senior Operations Manager

5 days ago


Davao City, Davao, Philippines VXI Global Holdings B.V. (Philippines) Full time

**Key Responsibilities:**

  • Lead the development and implementation of workforce strategies to drive business growth and improve customer satisfaction.
  • Manage and analyze historical center performance statistics to inform data-driven decision-making.
  • Collaborate with Human Resources, Recruiting, and Training to coordinate the hiring and training of new employee resources.
  • Oversee intraday management of scheduling procedures, including analysis of real-time workload requirements and call routing to manage performance to service level requirements.
  • Administer setup and utilization of WFM software and reporting tools to ensure seamless operation.
  • Drive process consistency and compliance with WFM-related standard operating procedures to ensure efficient and effective operations.

**Requirements:**

  • At least 3 years of experience in Workforce Management, with 2-3 years in a managerial capacity.
  • Direct experience supporting a healthcare line of business in BPO is required.
  • Knowledgeable in CMS, Blue Pumpkin Activity Manager, and any other WFM-related tools used for monitoring and data capture.


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