ROHQ - GWFM - Workforce Capacity Manager
Citigroup Inc
Manila, 3, PHL
36d ago

Description

  • The Workforce Capacity Manager manages day to day operations for the Command Center including the hiring, training, developing, and managing all direct reports.
  • Report and analyze MIS to ensure performance metrics are maintained at all times for all responsible businesses

  • Oversee the prompt resolution of all call routing and host related issues
  • Work in conjunction with all Global Workforce Management and Partners to forecast staffing requirements for plan coverage, and manage call routing
  • Make evaluative judgments to solve problems based on analysis of factual information
  • Lead others to resolve problems by identifying and selecting solutions through leveraging technical experience
  • Qualifications

  • BS / BA degree or equivalent combination of education / experience
  • Demonstrated management knowledge of WFM with an emphasis in real-time performance
  • Strong analytical / problem solving and leadership skills
  • Ability to guide, direct and coach others
  • Detail oriented
  • Excellent oral and written communication skills
  • Independently work in a fast pace environment
  • Able to prioritize and multitask
  • Ability to effectively influence business partners
  • Proactively lead and oversee daily operations of assigned business projects
  • Provide and manage training of peers and analysis
  • Be accountable for and hold others accountable to standards
  • Actively participate and manage projects
  • Apply
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