Workforce - Team Manager | Manila

53 minutes ago

Pasig, National Capital Region, Philippines Omega Healthcare Management Services Inc. Full time ₱800,000 - ₱1,200,000 per year

Job Purpose:

To provide direction and support to WFM team to perform defined set of activities which result in systemic solutions leading to continual improvement of deliverable.

Manage, plan, optimize for the ongoing execution to ensure that company and client goals are met and Defined targets are achieved. Responsible for Scheduling for both inbound and outbound project, campaign creation and the batch allocation and the MIS pertains to the same. Responsible for overseeing a team of WFM consists of scheduler, RTA and the MIS to ensure the delivery is not impacted , following the set of quality assurance processes which is maintained and the continual improvement process.

Primary Duties and Responsibilities:

  • Managing the service level for multiple clients

· Capacity planning, scheduling, campaign creation and Real Time Analysis

· Seat management and batch allocation would be an added advantage

· Should have handled a team of Capacity planners / Schedulers/RTA's.

· Effectively Communicate information and data to all interested parties across the business, being able to influence decision making based on solid data and analytics

· Forecasting and Scheduling

· To connect with the Operation on a regular frequency and review the capacity planning on their excess or deficit staffing by process and to work on a mitigation plan if any major issues foreseen.

· Prepare Adhoc analysis & participate on projects as needed

· Drive the highly motivated team of WFM members.

· Responsible for the seat grouping to create seats for the new business

· To provide Cost benefit analysis on regular frequencies to the operation on their areas of improvement.

  • To Front end all WFM related quires in the respective location and track the same for its closure
  • To work closely with Operations, Finance & Talent acquisition and drive WFM strategy to optimize resource utilization.

Skill Set:

  • Graduate of any 4-year course
  • Should have handled a team at least 6 months – 1 year is mandate.
  • Minimum 3+ years of experience necessary on the WFM Skill set.
  • Healthcare BPO experience may be an added advantage.

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