Senior Manager, Workforce Management

1 day ago

Eastwood Quezon City Philippines Ubiquity Global Services Full time

Apply today and start your journey with UbiquityThe Responsibilities:Understanding of key business objectives, timeframes, and requirements associatedwith Workforce Management.Responsible for tracking, forecasting analyzing real time management and planning ofassigned call volume, headcount requirements, shrinkage, attrition and handle timegoals throughout the group sites.Reporting of Daily program metrics on assigned projectsMakes strategic recommendations to improve productivity while balancing service levelsand costsEnsures that the team follows workforce procedures.Assist in resolving serious customer complaints and escalated issuesParticipates in daily and weekly meetings that requires WFM involvementKnowledge, Skill Set & Qualifications Required (External)More than 5 years Workforce Management experience with a minimum of 3 years experience as a ManagerHas experienced end-to-end Workforce Management roles: Real Time Analyst, Scheduler, Planner, ForecasterAdvanced knowledge on AVAYA CMSPreferably someone with Verint experienceHas handled programs with > 1000 FTEsAmenable to travel in both locations: Manila and Bacolod OfficesHas 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 reportsAbility 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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