Work Force Manager

Taguig, National Capital Region ·  11 December (updated)

NeksJob Philippines

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    Description



  • Job Description:

    · Manage contact center staffing. This includes but is not limited to implementing and overseeing strategic scheduling options, scheduling software, forecasting and staff schedules.

    · Manage teams across contact centers to be accountable for occupancies, service levels and schedule adherence.

    · Manage call allocations for projects/accounts shared between multiple contact centers.

    · Production and evaluation of call efficiency reports by contact center.

    · Production and evaluation of schedule adherence and absenteeism reports by contact center.

    · Maintain and analyze historical contact center reporting. Make recommendations on operational changes to increase contact center efficiencies based on data reported.

    · Lead and mentor contact center staff to ensure all projects are managed on a real-time basis.

    · Manage an agent skill set database to include but not limited to agent skills, account familiarization and location.

    · Monitor, implement and execute all training programs across the call center.

    · Oversee all aspects of MIS.

    · Ability to lead a team across geographies and ensure knowledge transfer and mentoring.

    · Responsible for performance management and leadership of associates.

    · Groom and mentor subordinates in handing more responsibility Outline the quality framework for all programs



    KNOWLEDGE

    SKILLS:

    · Demonstrated leadership and business management skills

    · Excellent interpersonal, communication and organizational skills

    · Ability to serve as a leader and a role model for other associates

    · Ability to effectively manage multiple priorities and projects

    · Ability to manage change and help others adapt to an ever-changing environment



    Qualification:

    · Graduate from a recognized Institute or University in any discipline.

    · Minimum 7 years of work experience in BPO/Call Centre

    · Has managed large teams in the past specially all facet of Workforce

    · Process Implementation and Lean Sigma experience required

    · Can start ASAP

    · Must be flexible with changes

  • Requirements

  • Language(s): Tagalog
  • Availability for travel: No
  • Availability for change of residence: No

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Job summary

  • Work Force

  • Taguig, National Capital Region

  • Company

    NeksJob Philippines
  • Work type

    Permanent contract

  • Type of contract

    Full Time

  • Apply