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Work Force Manager

Taguig, National Capital Region ·  16 September (updated)

NeksJob Philippines

NeksJob Philippines

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  • 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

    · 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

    · 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