Customer Experience Manager

1 week ago


Angeles City, Central Luzon, Philippines Majorel Full time

About the Job

The Workforce Supervisor will be responsible for overall management and direction of the workforce analysts and SMEs. Ensures client/customer goals are met by analyzing work volume variances to forecast and provide direction to adjust scheduling/staffing levels accordingly.

Main Accountabilities

  • Manages team of 15-20 Workforce professionals for multiple sites/multiple accounts.
  • Monitors service levels and directs real-time forecasting to meet service levels.
  • Audit team's productivity and quality by monitoring workflow and communications.

Requirements

  • 7-9 years call center experience.
  • Minimum 2-4 years managing Workforce Operations in a call center environment.
  • College Diploma or Bachelor's degree in Business, Finance, Management, Mathematics, Statistics, Computer Science, or a related field.


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