WFM Manager (Grade – JL4)

Permanent
Philippines - Bonifacio Global City
Posted 5 months ago

Primary skills:
• Expertise in IEX/Aspect or any other Scheduling & Forecasting tool
• Hands on experience on Avaya CMS(any other tool) report
• Excellent written and verbal communication skills
• Experience in creating forecasting models
• Experience in generating schedule
• Manage the WFM staff in the various workforce management activities

Secondary skills:
• Knowledge on MS Word, MS Powerpoint and MS Access

Roles & Responsibilities:

• Define and create workforce management processes and functions associated with workforce planning
• Analyze past volume and staffing patterns and will implement based on the forecast provided by the client, staff the Service Center to ensure service goals are met across projects
• Oversee all Real-Time and Intra-Day activities to ensure operational and client goals are met across projects
• Ensure all required WFM data is tracked across projects and trended on a continuous basis
• Conduct analysis and recommend solutions to real time performance issues with the operational business units
• Validate forecasting and staff planning across projects
• Interface with Project Managers/ Director as needed for escalation of service impacting issues across projects
• Optimize productivity for the Project, through means of driving shrinkage, idle & AHT across Projects
• Ensure team accurately tracks and manages call center schedule adherence across projects

Job Features

Job CategorySupport Functions (Sales, Marketing, HR, Finance, IT & Procurement etc)
Job LevelMid Level
Experience2+

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