Workforce Senior Manager

1 day ago

Manila, National Capital Region, Philippines VISA WORLDWIDE PTE. LIMITED Full time $60,000 - $100,000 per year
Job Description
  • Support the functionality of Genesys WFM software (forecasting, scheduling, and maintenance)
  • Analyze contact center performance data and provide recommendations to balance performance and support effective decision making
  • Forecast long term and short term contact volume and staffing
  • Maintain data points that promote accurate forecasting and understand drivers that produce anomalies
  • Provide schedule recommendations for new hire training classes and optimized off-phone activities
  • Establish and maintain relationships with a broad base of stakeholders (i.e. Command Center, Leadership, Executives, etc.)
  • Lead meetings with Operations Teams to align and review performance and planning
  • Review requirements for new tools
  • Work with other WFM team members to balance workload and ensure deliverables are met
  • Lead, Supervise and mentor a Team of WFM Resources
  • Ad-hoc WFM duties as assigned
  • This is a hybrid position. Expectation of days in office will be confirmed by your hiring manager.

Basic Qualifications

  • 6 or more years of work experience with a Bachelor's Degree or 4 or more years of relevant experience with an Advanced Degree (e.g. Masters, MBA, JD, MD) or up to 3 years of relevant experience with a PhD

Preferred Qualifications

  • 5 or more years People Management experience and recently held a Senior/ Manager post for at least 2 years
  • Excellent verbal and written communication skills are essential
  • Experience with scheduling software (such as eWorkforce Management,
  • Genesys WFM) and ACD reporting systems (such as Avaya CMS Supervisor,
  • Genesys Administer, CC Pulse, IWD, IWS) is recommend)
  • Basic knowledge of Operational tactical and strategic techniques used to dive overall service levels across multiple sites
  • Recommended Knowledge/experience with Genesys software, Fair Isaac's Falcon, and Adeptra.
  • The incumbent should possess strong analytical capabilities, knowledge of
  • staff planning, trend analysis and excellent PC skills, including NT
  • Must be able to work independently with minimal supervision to reach established goals
  • Organized and detail-oriented
  • Decisive self-starter who can perform with a minimal amount of supervision
  • Candidate must demonstrate ability to set priorities
  • Ability to work well in a team environment is essential to the analyst's success
  • Solid leadership and decision-making ability
  • Ability to prioritize and balance workload across multiple sites
  • Must demonstrate the ability to manage multiple service requests with strict time limits on an ongoing basis
  • Proficiency in Microsoft Office functions, specifically Excel

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