Workforce Management Director
2 days ago
We are seeking a highly skilled Workforce Management Manager to join our growing team at IOPEX Technologies Philippines - Taguig. As a key member of our workforce management team, you will be responsible for managing the performance of a team comprised of a Workforce Lead and Workforce Analysts.
Key Responsibilities:
- Manage performance of a team comprised of a Workforce Lead and Workforce Analysts
- Roll out agent schedules that meet required and committed capacity for programs assigned on a weekly basis
- Forecast resource requirements and create a seat capacity planning
- Conduct formal employee performance reviews, establish development plans, initiate promotions, pay adjustments, disciplinary actions, and terminations
- Create and maintain meaningful dashboards and reports
Requirements:
- Must have at least 2-3 years of experience as a Workforce Supervisor or Manager
- Must have experience in handling a team of leads and workforce analysts
- Ability to properly handle escalated complaints and diffuse conflict
- Ability to learn new concepts and quickly, and remain current with the technology and tools that support the requirements of the team
- Ability to operate within a challenging and fast-paced environment
- Ability to multi task, shift focus between the queue and follow-up to ensure all calls are answered within an appropriate time frame
- Able to embrace change within the account, team and management
- Determined leader and can motivate the team to perform
- Approachable and exudes patience when asked for guidance
- Contribute to employee life cycle decisions by communicating with Manager regarding status of employee's performance or any issues that could result in performance plans or disciplinary
What We Offer:
- Competitive salary package
- Exciting employee engagement activities
- Learning sessions every week
- Fast career growth
- Accessible location
- HMO (Free Dependent)
- OT/Holiday pay
- Leave credits
- Leave conversions
- Night differential
- Uncapped annual appraisal
- 2 days off
At IOPEX Technologies Philippines - Taguig, we offer a dynamic and engaging work environment that values our employees' growth and well-being. If you are a motivated and experienced Workforce Management Manager looking for a new challenge, we encourage you to apply for this exciting opportunity.
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