Senior Manager, Workforce Management (01R9I)

Pasay City, Metro Manila, National Capital, Philippines PH

Workforce Senior Manager
 
Works with Operations Executive Leadership (VP/SVP) to drive account profitability via excellent associate staffing decisions for multiple client program/projects. 

Responsible for overall WFM delivery, support and execution across multiple programs/clients

Support and develop a team of WFM Leaders. Working to ensure that all members of the team are focused on the delivery of company financial goals, and clients operational expectations

Maintain a working knowledge of the entire call center operation as well as project operation. Maintain short term/long term staffing forecast guide. Interact and consult with Human Resources on matters of recruiting, training, hiring and attrition

Provides leadership for Global WFM team, and ensures adherence to company and department policies and procedures across multiple programs/clients

Assists in analyzing client metrics and staffing on a consistent basis in order to maximize and make recommendations for efficiency on a global level for all operations across multiple programs/clients

Support sales organization by participating in meetings with prospects to explain / define TeleTech's WFM platform as well as other applicable business systems utilized by the WFM groups

Consistent review of TeleTech processes, auditing individual WFM groups to ensure that all core processes and tools are being utilized to achieve optimum results for TeleTech and Client

Maintain awareness of emerging industry tools. Perform period review of current TeleTech tools against other tools available to ensure that TeleTech continues to use cutting edge technology
 
Required Experience:
  • Minimum of 5 years knowledge or experience in contact center business
  • 5 - 10 years direct MANAGEMENT experience with WFM
  • Strong data analysis and reporting
  • Action planning
Required Qualifications:
  • Strong verbal and written communication skills
  • Strong organizational skills
  • Strong follow-through skills
  • Ability to successfully interact with internal Operations and clients from VP level to associates
  • Ability to drive profitability on per minute, per transaction bill type programs
  • Strong WFM skills
  • Forecasting
  • Staffing
  • Scheduling
  • Real time
  • Exceptions
  • Ability to manage multiple, complex, on-going tasks and projects
  • Ability to lead and partner successfully with staff and chain of command
  • Math/statistics and computer proficiency
  • Demonstrated leadership ability
  • Ability to manage team sizes of 20+ persons
  • eWFM/IEX software experience
  • MS Office tools (Excel, Word, Powerpoint, Outlook)

Preferred Qualifications:
  • Strong coaching skills
  • Project planning/management
  • Six Sigma Certification
 
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