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Workforce Management Associate Manager | Mandaluyong | Hybrid Work Arrangement
Aces Call Center Jobs Inc.
- Mandaluyong, PhilippinesPhilippines, Metro Manila, MandaluyongMandaluyongMetro ManilaPhilippinesPhilippines
- ₱60,000.00 - ₱100,000.00 / monthPHP6000010000060000MONTH
- Full timeFULL_TIME
Posted 14 days ago and deadline of application is on 4 Oct
Recruiter was hiring a day ago
2024-08-24T13:02:58.976174+00:002024-10-04T16:00:00+00:00Job Description
• Responsible for driving corporate initiatives, delivery of metrics and optimal performance of the group through continuous interaction with stakeholders with the intent of achieving contractual objectives and corporate goals.
• Participate in the action and strategic planning process that establishes annual objectives and goals for an organization
• Analyze the impact of volume, AHT and shrinkage on the budget staffing requirement. Responsible for managing an interval, daily and weekly staffing plan to ensure that the center is appropriately staffed
• Manage internal and external audit with processes and controls.
• Responsible for the development of resources under his/her span ensuring the center is appropriately staffed
• Responsible for the performance management of all employees under his/her team.
• Administer shift bids across multiple sites and clients/lines of business
• Participate in customer presentations, client calls, and quarterly business reviews to represent the workforce management department
Minimum Qualifications
- College graduate or Associate degree graduate (preferably IT course)
- 5 to 7 years experience handling and overseeing workforce management of which 3 years are in managerial capacity
- Demonstrated expertise in Contact Center Workforce Management and Reporting analytics (toolbased and excel)
- Experience in RTA, Scheduling, Capacity Planning & Forecasting
- Highly proficient in using MS Excel
- Must be able to work with all levels of the organization in capturing, managing and communicating metrics
- Must have excellent English communication and presentation skills
Perks and Benefits
Medical / Health Insurance
Paid Sick Leave
Paid Vacation Leave
Performance Bonus
Recruitment / Signing Bonus
Paid Holidays
Flexitime
Maternity & Paternity Leave
Medical, Prescription, Dental, or Vision Plans
Jobs Summary
- Job Level
- Mid-Senior Level / Manager
- Job Category
- Customer Service
- Educational Requirement
- Bachelor's degree graduate
- Recruiter response to application
- Often
- Office Address
- Mandaluyong, National Capital Region, Philippines
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