Hiring For Work Force Manager in Makati

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  Description - 

  
  


• Develop policies that impact workforce positively and work with operational staff to ensure communication of these policies and procedures are adhered to.


• Execute on budget forecasts and owns the development and implementation of staffing and metric models, reporting and analysis.


• Train team members, managers, and trainers on the use of workforce planning tools.


• Communicate with management and operations team to ensure compliance with client and company dialing standards.


• Modify call routing and campaign dialing to ensure calls are handled and dialed appropriately.


• Develop reporting processes, dashboards and presentations to fulfill senior leadership reporting needs.


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  Qualifications

  
  


• Bachelor's or Graduate's Degree in business, IT, data science, or business administration.


• Negotiation abilities and time management skills.


• A confident, natural leader and problem solver with demonstrated critical thinking and collaboration skills.


• Advanced understanding of business process analysis.


• Strong command of English language and good communication skills.


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  Experience:

  
  


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  10+ years managing Work Force Management in the Contact Centre space.

  
  


• Collaborate to develop product marketing plans including market research, positioning, value proposition, and messaging that resonate with our target customers.


• Help drive continuous improvement to increase productivity, accuracy, and improve case management staffing levels.


• Assist service line leaders with QC tracking and management.


• Work with clients and use data to identify the changing skills workers will need, skills adjacencies, and craft learning and career path plans based on objectives


• Help teams design and craft ways for employees to learn and to roll out the continuous learning people need to perform effectively as organizations pivot at speed and scale.


• Escalate contact center interruptions to appropriate Executive Leadership Staff in a quick timely fashion.