Operations Leader

3 days ago


Pasig, National Capital Region, Philippines Transcom Full time

We are looking for a seasoned Operations Leader to join our team as a Workforce Manager. This role involves defining, developing, and executing WFM processes for the contact centers in conjunction with cross-functional departments. The successful candidate will have a strong knowledge of real-time management workforce, scheduling employees, workload forecasting, staff planning, reporting/analytics, and team leadership in a multi-channel contact center environment.

Duties and Responsibilities:
  1. Responsible for the performance, productivity, and effectiveness of Workforce Management Teams.
  2. Define, develop, and execute WFM processes for the contact centers in conjunction with cross-functional departments.
  3. Provide leadership, direction, and growth opportunities to members of the department.

The ideal candidate will have a minimum of 5 years of experience in Workforce Management and will be proficient in using Microsoft Office software products. They must also possess exceptional analytical skills and be able to start and manage one or more simultaneous projects.


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