We are hiring for a Workforce Manager who will be in charge of managing our Workforce teams in our Eastwood and / or BGC site / s.
We’re made of something different.
We act with empathy and urgency. We treat our clients, colleagues, and community like members of the family. We have grit, tenacity, and perseverance, and a proven track record of meeting and exceeding goals every person, in every role, for our company and our clients.
Think you have what it takes? Join us!
Duties and Responsibilities :
Understanding of key business objectives, timeframes, and requirements associated with Workforce Management.
Responsible for tracking, forecasting analyzing real time management and planning of assigned call volume, headcount requirements, shrinkage, attrition and handle time goals throughout the group sites.
Reporting of Daily program metrics on assigned projects
Makes strategic recommendations to improve productivity while balancing service levels and costs
Ensures that the team follows workforce procedures.
Assist in resolving serious customer complaints and escalated issues
Participates in daily and weekly meetings that requires WFM involvement
Ideal candidates have :
At least 3-5 years experience in managing workforce operations with client / and or senior management interaction
Experience managing back office in insurance claims processing operations
More than 5 years Workforce Management experience with a minimum of 1 year experience as a Manager
Has experienced end-to-end Workforce Management roles : Real Time Analyst, Scheduler, Planner, Forecaster
Advanced knowledge on AVAYA CMS
Has handled programs with >
Amenable to travel in both locations : Eastwood and BGC Offices
Expertise in back office capacity planning, forecasting, real time, reporting and scheduling
Strong statistical analysis
Proficient use of workforce management tools
Able to organize large amount of data to identify trends and patterns
Ability to manage multiple, complex, on going projects and tasks
Has strong command of the English language both verbal and written communication.
Ability to create / manage scheduling and real-time management processes and tools effectively.
Strong Analytical and Management skills to create and develop improvement plans for respective direct reports
Ability to work with a team and individually would be of great help for this position.
Willing to work in in our MOA site
Open to working on any shift especially graveyard
Learning and Development Opportunities
Career Advancement Opportunities
Group Life Insurance
Tenure Based Benefits
Annual Performance Appraisal
What we do.
Ubiquity delivers business process outsourcing and advisory solutions across customer service, technology, and operations.
Focused on transforming the customer experience through data, applied science, and an unprecedented passion for people, Ubiquity offers deep industry and practical expertise across four continents on behalf of 150+ brands and counting.
We want you.
We’re committed to creating an inclusive employee experience for all. Regardless of race, gender, religion, sexual orientation, age, or disability, we believe that we’re at our best when everyone feels free to be their most authentic self.
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