Workforce Manager, BPO

4 days ago

Cebu City, Central Visayas, Philippines Bravissimo Resourcing Inc.-BRISolutions Full time ₱70,000 - ₱120,000 per year

Job Description

We are looking for individuals who bring not just technical expertise, but also the right mindset and values to the role. Ideal candidates should have:

  • Strong Analytical skills
  • Should be able to handle and achieve the departmental requirements.
  • Knowledge of VBA, MS Access, SQL preferable.
  • Maintaining secrecy of data.
  • Knowledge and understanding of operational process, logical thinking, reporting and analysis.
  • Should be open to change; multi-tasking skills.
  • Team management.
  • Own the MIS delivery for the account with respect to all aspects of WFM – Planning, Scheduling, Forecasting, Real-Time Management, Reporting.

Roles and Responsibilities:

  • Accurate and timely reporting.
  • Client Management – Internal and External
  • Ability to work on data and generate various types of dashboards, reports/ad-hoc reports.
  • Meeting client requirements within TAT and with accuracy.
  • Ability to handle high level data analysis and data.
  • Ensure all SLA's related to business in terms of MIS like Service Level, Abn %, etc. are met consistently.
  • Should be able to ensure that monthly volumes are handled effectively without any negative impact on the revenue.
  • Should look at revenue enhancement opportunities within the business.
  • Should contribute to the business by proactively providing solutions to preempt possible situations which could impact performance/revenue.

Ideal Skill Sets:

  • Should have sound knowledge of WFM – Planning, Scheduling, Forecasting, Real-Time Management, Reporting.
  • Good on communication all round and able to control the flow of conversation to effectively communicate to one and all.
  • Should have good excel skills and be able to up-skill the team on excel skill sets if required, be hands on with creating reports.
  • Knowledge of VBA/SQL preferable.
  • Should have exposure to Aspect/IEX/BP standard WFM tools .
  • Should be sound in his knowledge of Avaya CMS.
  • Should be able to think on the feet to make decisions related to steps which would impact business.

Preferred Experience:

  • Should have WFM experience (please refer to the section "Skill Sets") for a minimum of 5 years and overall experience of 8 years in the Call Center Industry.
CareersPH #JobsPH #HiringPH #BPOCareers #BPOTalent #CallCenterJobs #BPOLeader #LeadershipOpportunity

Job Type: Full-time

Benefits:

  • Health insurance
  • Life insurance

Work Location: In person

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