Workforce Manager
Sitel
Pasig City, PH
3d ago

Summary of Primary Job Responsibilities :

  • Ensure Forecasting process and procedure‚Äôs are in place and followed by both the ROC and Site.
  • Provide direction and guidance to the Forecasting team to ensure accurate and timely delivery of Forecast files to the Operations teams.
  • Monitor, evaluate and assess unit productivity on a daily basis.
  • Manage daily workload issues, basis to resolve problems / issues, assess forecasts, and maximize efficiencies.
  • Handle all first level escalations from the Operation primes related to Forecasting.
  • Performance Manage and supervise staff. Has authority to hire and fire staff members to the Forecasting team. Work closely with WFM Administrators, Scheduling and Operations Teams.
  • Education :

  • Four-year college degree / A-level or equivalent combination of education and experience.
  • Experience Target :

  • 5+ years experience in planning, implementing, utilizing, and supporting workforce management system, Blue Pumpkin and IEX experience required, in call center environment.
  • Business Objects and / or database experience preferred.
  • Experience managing a staff of 4-10 associates also preferred.
  • Knowledge / Skills / Abilities :

  • Proven experience consulting with all levels of management, peers, and teams.
  • Ability to manage the workload of a team by setting priorities, delegation and holding associates accountable to deliver high quality results on time
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