R-105537 Manager, Workforce Management

4 days ago

BGC Taguig, Philippines Ubiquity Global Services, Inc. Full time $60,000 - $80,000 per year

Day-to-day responsibilities:

  • Understanding of key business objectives, timeframes, and requirements associated with Workforce Management.
  • Responsible for tracking, forecasting analyzing real time management and planning of assigned call volume, headcount requirements, shrinkage, attrition and handle time goals throughout the group sites.
  • Reporting of Daily program metrics on assigned projects
  • Makes strategic recommendations to improve productivity while balancing service levels and costs
  • Ensures that the team follows workforce procedures.
  • Assist in resolving serious customer complaints and escalated issues
  • Participates in daily and weekly meetings that requires WFM involvement

Qualifications:

  • At least 3-5 years experience in managing workforce operations with client/and or senior management interaction
  • Experience managing back office in insurance claims processing operations
  • More than 5 years Workforce Management experience with a minimum of 1 year experience as a Manager
  • Has experienced end-to-end Workforce Management roles: Real Time Analyst, Scheduler, Planner, Forecaster
  • Advanced knowledge on AVAYA CMS
  • Has handled programs with > 1000 FTEs
  • Expertise in back office capacity planning, forecasting, real time, reporting and scheduling
  • Strong statistical analysis
  • Proficient use of workforce management tools
  • Able to organize large amount of data to identify trends and patterns
  • Ability to manage multiple, complex, on going projects and tasks
  • Has strong command of the English language both verbal and written communication.
  • Ability to create/manage scheduling and real-time management processes and tools effectively.
  • Strong Analytical and Management skills to create and develop improvement plans for respective direct reports
  • Ability to work with a team and individually would be of great help for this position.
  • Open to working on any shift especially graveyard

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