Workforce Manager (Ortigas) – temporary Remote - Lennor Metier | New Day Jobs (Yangon, Myanmar)

Easy Apply (Lennor Metier) Workforce Manager (Ortigas) – temporary Remote job. View job description, responsibilities and qualifications. See if you qualify!

Lennor Metier
Remote (Asia Time Zone Permitted)

Workforce Manager (Ortigas) – temporary Remote

Job Expired

Workforce Manager (Ortigas) – temporary Remote

Lennor Metier
  • Remote (Asia Time Zone Permitted)
  • -
Salary : Login to view salary Job Expired
Job Type : Full-Time
Education Requirement : Bachelor Degree
Skills :
Experience : 3 to 5 years
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Job Detail

An exciting Workforce Manager role has become available at one of the world's fast-growing logistics company with shared service operations in the Philippines.

Location: Ortigas, Philippines. - Temporary remote

What To Expect From The Role

  • Responsible for ongoing training to the management team and agents on contact center dynamics
  • Plan and distribute daily work schedules for agents and provide historical adherence reports to management
  • Monitor real-time queue and adherence reports to ensure service level and response time objectives are met; oversee real-time escalation plans
  • Forecasting contact volumes and scheduling staff around your forecast contact volumes
  • Managing on a day-to-day basis (intraday management), in case of unexpected rises in contact volumes or absenteeism
  • Creating a Business Continuity Plan (BCP)
  • Own the development of strategic workforce management planning including activity forecasting and long-term staff planning.
  • Analyze trends, highlights resource issues, and identify and recommend realistic options/solutions such as adjustment of staffing level, change of skills and level, etc. to meet the service level objectives and financial efficiency measurements across all line of businesses and centers
  • Responsible for all operational updates daily within the eWFM systems.
  • Monitor schedule adherence. Coordinate the adjustment or cancellation of same-day activities such as meeting, training, etc. and recommend optimal times or offer alternatives
  • Update and publish the schedule through the eWFM tools
  • Create and publish/deliver accurate reports and scorecards within designated timeframes
  • Review and update intraday reports/center boards with actual versus forecast volume performances
  • Continually improve the forecasting and scheduling predictions across all contact channels.
  • Ensure maximum utilization of existing technologies to support efficient traffic distribution and use of staff.
  • Develop special forecasts for all operational areas to assist in developing staffing plans for projects as well as ongoing planning.
  • Develop long-term capacity plans and provide accurate workload predictions for annual budgeting and planning.

  • A graduate of bachelor’s degree in Technology, Business Administration, Mathematics, Statistics or equivalent
  • At least 5 years related experience
  • With at least 2 years of experience with Analytics Management
  • At least 1-year experience as a Real-Time Analyst
  • Knowledgeable with Avaya CMS, IEX NICE, or similar tool/system
  • Has a certificate of Analytics Assessment Tool
  • Ability to develop and maintain a productive working relationship throughout the organization

Think you are an ideal candidate? Apply now!

Lennor Metier is a leading executive search and recruitment/headhunting agency in Asia, with substantial experience in hiring top-caliber professionals for companies in the Consumer Goods, Healthcare, Technology, Finance, manufacturing, and engineering industries.

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