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  • Description

  • • Coordinate and guide the WFM team to ensure focus on Resource Planning, day-to-day schedule adjustments, real-time service issues, RTA activity, adherence and schedule compliance, and provide key reporting details.

    • Assist the Call Center Operations Manager in coaching & developing the WFM team of executives

    • Supervise the Workforce Executives who manage the day to day, hour to hour, and minute by minute calls flowing in and out of the call center through CMS and IEX technologies and utilize available resources such as Scheduling/Staffing Manpower and other data available to manage efficiency in staffing the center to meet the fluctuations in call demands and programs.

    • Co-facilitate with the rollout and implementation of schedule changes and processes that are necessary to maintain customer and client satisfaction.

    • Monitor all daily interval and client reports to Operations staff, Clients Services are accurate and sent on time

    • Jointly responsible for managing the performance of the WF Executives by providing coaching, & feedback, documenting results, counseling and mentoring, and delegation of work whenever necessary

    • Jointly responsible for the development of the WFM team and alignment of goals to meet client objectives

    Jointly responsible for meeting adherence targets and for uplifting morale and motivation of direct reports

    • Responsible for co-facilitating team meetings and participating in Operations and client initiated meetings

    • Responsible for maintaining a level of subject matter expertise on all WF processes and tools for training purposes

  • Requirements

  • Minimum education level: Bachelor´s Degree
  • 3 years of experience
  • Language(s): English
  • Availability for travel: No
  • Availability for change of residence: No
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Job summary

  • Workforce Supervisor

  • Makati, National Capital Region

  • Company

    Ampersand Management & Development Group
  • Type of contract

    Other type of contract

  • Work type

    Full Time

  • Apply