Deputy Head of Workforce Management

2 days ago


Manila, National Capital Region, Philippines ESOL IT SERVICES INC. Full time
About the Role:
We are seeking an experienced workforce manager to join our team at ESOL IT Services Inc. As a key member of our contact center leadership team, you will play a critical role in driving business success through effective workforce management. Your primary responsibilities will include:

Key Responsibilities:
  • Manage a team of workforce analysts and/or leaders to achieve optimal service delivery.
  • Develop and implement strategic workforce plans to drive business growth.
  • Provide expert guidance on workforce management best practices to the team.
  • Collaborate with cross-functional teams to identify opportunities for process improvement.

Requirements:
  • Bachelor's degree in Business Administration, Operations Management, or related field.
  • At least 5 years of experience in workforce management within a contact center environment.
  • Minimum of 3 years in a managerial role overseeing workforce analysts and/or leaders.
  • Proven expertise in workforce management tools and applications.

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