Manager Global WFM
The Results Companies
Pasig, Metro Manila, Philippines
4d ago

Position Overview

The Global WFM Manager provides vision and leadership to the Results organization in the areas of Real Time Management, Intraday nalysis, Forecasting and Scheduling.

Duties and Responsibilities

  • Directly manages a team of 10 or more Analysts and Planners
  • Identify, Prioritize and Coach all direct reports in development areas
  • Creates strategic recommendations to improve productivity while balancing service levels and costs
  • Ensure the enterprises is managing to intraday staffing requirements
  • Responsible for development, analysis and implementation of agent staffing, plans including re-forecasting requirements
  • Maintain accurate measures of forecasts, capacity plans and schedule plans accuracy by individual analysts as well as globally
  • Ensure that forecasts, capacity plans and schedules are generated in a timely and precise fashion
  • Must be able to address disciplinary and / or performance problems according to company policy
  • Assist in resolving serious customer complaints and escalated issues
  • Facilitates, leads, and participate in daily and weekly meetings among key stakeholders
  • Owns planning, design and implementation of a Workforce Management System, including the creation and / or implementation of processes
  • Ensures reports showing key efficiency, performance, and quality metrics are accurate and available. Coordinates with IT and Operations
  • Simulates different scenarios and develops contingency plans for unexpected events
  • Develops benchmarks using metrics, industry standards and original concepts
  • Configures data gathering systems, designs and develops the means to capture and record data
  • Provides analysis / recommendations to Sr. Mgt, site Directors and SBUs
  • Qualifications

  • 2+ years in supervisory experience
  • 1+ years previous Contact Center WFM experience
  • Must be highly-proficient on computers, Excellent knowledge and use of Microsoft Office (word processing, spreadsheets, and database systems).
  • Technical and Software experience required.

  • BA / BS or equivalent min.
  • Broad knowledge of inbound contact center environment
  • Must have exceptional verbal and written communication skills
  • Must be able to multi-task in a professional & courteous manner
  • Ability to develop and motivate a team
  • Must be able to accommodate a flexible schedule
  • Superb Listening, probing, negotiation and de-escalation skills needed
  • Must have analytical and troubleshooting expertise
  • Strong technical documentation, problem solving and analytical skills
  • Ability to provided on cal Support
  • Must be able to work various shifts, overtime and holidays in a 24x7 operating environment
  • Preferred :

  • 5 years+ Contact Center Operations or WFM experience (preferably supervisory.)
  • Experience in with WFM Tools; IEX, eWFM, CMS, Canvas, Avaya, Geotel, etc.
  • 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 a plus
  • Apply
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