Workforce Management

2 days ago

Quezon City, National Capital Region, Philippines Tech Mahindra Full time ₱800,000 - ₱1,200,000 per year

Responsibilities:

  1. Responsible for MIS Specialists performance, development, mentoring, and coaching to meet and continuously improve both TechM and client service level metrics.

  2. Oversee Adhoc reporting and real-time monitoring.

  3. Assist MIS Manager in the supervision and execution of the activities and responsibilities of MIS Department.

  4. Responsible to ensure schedules are based on trend analysis to meet staffing requirements.

  5. Held accountable for schedule adherence, absenteeism, call volume, in chair occupancy, average call handle time and other components of the overall work flow.

  6. Accountable for meeting all performance indicators/metrics using reporting tools and techniques specific to MIS functions.

  7. Coordinate team activities and special projects and Lead staff in accordance with policies and procedures of TechM and client requirements and expectations.

  8. Recommend and coordinate needed changes based on process analysis.

  9. Ensure to meet KPI's specific to each Tower.

Qualifications:

  1. Strong understanding of TechMahindra's business, core values, and goals

  2. Strong verbal and written communication skills

  3. Ability to manage multiple, complex, on-going tasks and projects

  4. Ability to lead and partner successfully with staff and chain of command

  5. Great interpersonal skills

  6. Strong attention to detail

  7. Open, honest, and empathetic manner when dealing with people

  8. Strong attention to detail and desire to follow procedures

  9. High customer service orientation

  10. Working knowledge of database applications such as MS Office(Excel, Outlook, PowerPoint), or ability to learn technology quickly

  11. High level of integrity, honesty, and judgment

  12. Basic understanding of Data analysis and reporting

  13. Action planningp

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