WFM Global Resource Planner
The Results Companies
Pasig, PH
6d ago
source : jobs4it

PasigCompany OverviewHeadquartered in Fort Lauderdale, FL, The Results Companies is a privately held company which is majority owned by One Equity Partners, a Private Equity Firm, and Results' management.

Results operates 26 contact centers throughout the United States, Latin America, and the Philippines. Results’ Network Operating Center is co-

located in the Atlanta Telx building, with full redundancy in our Provo, UT contact center location. For over 26 years we have served as a premier global customer experience provider for many Fortune 500 companies and uniquely designed, built and operated award-

winning contact centers that have set the standard for innovative customer-focused contact solutions. Entrusted with over 46,000,000 relationships a year, our success and proven ability to respond to our Partner’s growth has enabled us to expand our global footprint.

With over 20,000 employees across the globe, The Results Companies’ expertise extends beyond call centers. We’re experts in representatives, analytical technologies, brand fulfillment and creating strategic advantages for our Partners.

  • Description of Service Lines : Results’ current client portfolio consists of 82 Partners across various industries inclusive of the following : HealthcareInsuranceWireless TelecommunicationsFinancial ServicesEnergyEducationSubscriber Based EntertainmentTax ServicesRetailCable / MSOVision StatementOur vision is to be the premier global Customer Experience Provider for Fortune 500 companies;
  • to become the benchmark for brand advocacy and service excellence and the transparent provider of choice for customers around the world.

    Driven by our "expect greater" commitment to our customers and communities, we aspire to exceed expectations through the brilliance and unyielding passion of our people.

    The Company is an equal opportunity and affirmative action employer and will consider all qualified applicants without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, age, disability, veteran status or any other protected factors under federal, state or local law.

    Position OverviewThe 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 ResponsibilitiesMaintains accurate forecasts, capacity plans and schedule plansEnsures that forecasts, capacity plans and schedules are generated in a timely and precise fashionOffers strategic recommendations to improve productivity while balancing service levelsProvides consultation to Operations / Account Management on staffing and volumes utilizing staffing models for new or adjusted forecasted assumptionsWorks with Operations to develop processes for shift types, vacation and other schedule exceptions strategies that maintain the employee needs / Client requirements balanceRecommends roles and responsibilities with Operations to provide the best opportunity for meeting client and internal measures and expectationsCoordinates with other departments (i.

    e. HR, SBU, Operations, etc.) to identify hiring strategies and required tour groups for new programs and attrition replacementsManages the implementation of new programs from a Forecast, Capacity Planning and Scheduling perspectiveSupports an environment that encourages co-

    workers to exceed customers’ expectationsEnsures that all reference materials are up to dateFacilitates, leads, and participates in daily and weekly meetings among key stakeholdersLeads weekly and monthly conference calls with AEs and RODs to communicate and recommend staffing changes and scheduling scenariosPartners closely with Local Real Time Support resourcesRecommends and supports benchmarking using metrics, industry standards and original conceptsQualifications2+ years previous Contact Center WFM experienceMust be highly-

  • proficient on computers, Excellent knowledge and use of word processing, spreadsheets, and database systemsExperience in with WFM Tools;
  • IEX, eWFM, CMS, Avaya, Geotel, etc.Broad knowledge of inbound contact center environmentMust possess exceptional verbal and written communication skillsMust be able to multi-

    task in a professional & courteous mannerSuperb Listening, probing, negotiation and de-escalation skills neededMust have analytical and troubleshooting expertiseAbility to provided on-

    call s support, and work a flexible scheduleMust be able to work various shifts, including holidays in a 24x7 operating environmentPreferred3 years+ Contact Center Operations or WFM experienceMust have previous customer / client interface experience and the ability to handle upset clients in a professional mannerProven performance, able to meet compliance, quality, and productivity metricsProven ability to work well in a high pressure / target driven environmentTesting, and continuous improvement background a plusJob Reference : CORP01046

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