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Manager, WFM in Quezon City, NCR at Concentrix

Date Posted: 5/19/2018

Job Snapshot

  • Employee Type:
    Full-Time
  • Job Type:
    Other
  • Experience:
    At least 2 year(s)
  • Date Posted:
    5/19/2018

Job Description

Position Summary:

Provide Operations Director/Managers with input on possible resolutions. Provide solutions to escalated issues and updates
This position would be responsible for the performance management of all employees reporting directly / indirectly under him / her
Develop programs/modules/projects or other initiatives for WFM Team’s development and efficiency
Serve as a resource for training and reporting of Call Center-WFM efficiencies, account/team/individuals statistical analysis and process improvement
Participate in customer presentations, client calls, and quarterly business reviews to represent the workforce management department

Roles and Responsibilities:

To produce a plan of the account incorporating Calendar of service; contract events; contact profiles etc
Include an Engagement Model to give visibility of communication strategy
Facilitate knowledge transfer
Promote Change/ Transformation: Manage change and transformation to contract/deliverables
Client Interaction: Define client structure/interaction/communication strategy
Effectively manage client relationships to the highest standards of integrity and professionalism
Propose Service Agreement model and mechanisms to enable successful delivery
Escalation: Act as the point of, and own any, escalation from the Central planning team to Ops and vice versa.
Definition & ownership of Service Management tactics: Ensure regular review and sign off of tactics
Continuous Improvement Plan: Leverage value adding opportunities from contract knowledge/ best practice. Act upon and improve satisfy. Support and challenge the Central Planning team
Challenge and feedback the impact of the central planning function
One on ones and monthly / quarterly reviews
Quality control / error tracking of Intraday management
Internal and external Audit Management with processes and controls
Identify all areas of concern and work with WAM on action plans to address these areas
Ensure team morale is up and work with WAM to create activities to boost it.
Ensure right team size is maintained.
Manager and improve account Maturity

Job Requirements

Qualifications:
Bachelor’s Degree in computer science, statistics, mathematics, finance, general business, accounting or a related field. Equivalent work experience may be substituted for educational requirements
 
Experience Required:
At least 5-year experience in the same role preferred.
5 plus years managing others and/or experience in Workforce Management
Minimum two year experience in analytics, IEX, CMS, EWFM, Blue pumkin technical experience or related field required.

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