Workforce Manager

3 days ago

Taguig, National Capital Region, Philippines Movate Full time $104,000 - $130,878 per year

Job title
: WFM Manager

Location:
McKinley, Taguig (Onsite)

Experience:
3+ years of experience as WFM Manager

No of Openings:
1

Responsibilities:

  • Highly motivated individual with a passion for data analysis, workforce management, and performance coaching
  • Manage workforce analytics staff
  • Responsible for manipulating and visualizing data from multiple sources to create Key Performance Indicator (KPI) reports. Will work on reporting, extracting and interpreting data from critical systems, and apply workforce management tools to forecast work volumes, schedule staff, and monitor agent performance.
  • Analyze metrics and trends to provide insights to management and clients
  • Generates reports and analyzes metrics and trends to provide insight to management on potential future needs, opportunities, and strategies to improve performance.

Qualifications:

  • BPO experience is a must
  • Must have a previous experience in WFM department either as a team leader or Assistance Manager or a Manager
  • Proficient in NICE IEX
  • Knowledge of contact center processes, technology and concepts
  • Excellent organizational skills
  • Strong attention to detail
  • Time management skills and the ability to multi-task
  • Effective verbal and written communication skills
  • Ability to work in a collaborative team environment
  • Leadership skills, Training/Mentoring skills

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