WFM Global Resource Planner
The Results Companies
Pasig, Metro Manila
5d ago

Position Overview

The WFM Global Resource Planner provides vision and leadership to the Results organization in workforce management areas such as : Forecasting, Scheduling, and Analysis.

The WFM GRP will support processes to maximize work flow while minimizing causes of client and customer dissatisfaction.

Duties and Responsibilities

  • Maintains accurate forecasts, capacity plans and schedule plans
  • Ensures that forecasts, capacity plans and schedules are generated in a timely and precise fashion
  • Offers strategic recommendations to improve productivity while balancing service levels
  • Provides consultation to Operations / Account Management on staffing and volumes utilizing staffing models for new or adjusted forecasted assumptions
  • Works with Operations to develop processes for shift types, vacation and other schedule exceptions strategies that maintain the employee needs / Client requirements balance
  • Recommends roles and responsibilities with Operations to provide the best opportunity for meeting client and internal measures and expectations
  • Coordinates with other departments (i.e. HR, SBU, Operations, etc.) to identify hiring strategies and required tour groups for new programs and attrition replacements
  • Manages the implementation of new programs from a Forecast, Capacity Planning and Scheduling perspective
  • Supports an environment that encourages co-workers to exceed customers’ expectations
  • Ensures that all reference materials are up to date
  • Facilitates, leads, and participates in daily and weekly meetings among key stakeholders
  • Leads weekly and monthly conference calls with AEs and RODs to communicate and recommend staffing changes and scheduling scenarios
  • Partners closely with Local Real Time Support resources
  • Recommends and supports benchmarking using metrics, industry standards and original concepts
  • Qualifications

  • 2+ years previous Contact Center WFM experience
  • Must be highly-proficient on computers, Excellent knowledge and use of word processing, spreadsheets, and database systems
  • Experience in with WFM Tools; IEX, eWFM, CMS, Avaya, Geotel, etc.
  • Broad knowledge of inbound contact center environment
  • Must possess exceptional verbal and written communication skills
  • Must be able to multi-task in a professional & courteous manner
  • Superb Listening, probing, negotiation and de-escalation skills needed
  • Must have analytical and troubleshooting expertise
  • Ability to provided on-call s support, and work a flexible schedule
  • Must be able to work various shifts, including holidays in a 24x7 operating environment
  • Preferred

  • 3 years+ Contact Center Operations or WFM experience
  • Must have previous customer / client interface experience and the ability to handle upset clients in a professional manner
  • Proven performance, able to meet compliance, quality, and productivity metrics
  • Proven ability to work well in a high pressure / target driven environment
  • Testing, and continuous improvement background a plus
  • Apply
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