Workforce Manager
Logistik, försäljning och verksamhet · Leveranskedja och transport · Logistikhantering
I korthet
Transcom seeks a Workforce Manager for its Bacolod site, requiring expertise in real-time management, scheduling, forecasting, and team leadership within a multi-channel contact center. The role involves leading analysts to optimize contact center queues and achieve service level goals, while fostering positive relationships and developing team potential.
Ansvarsområden
- Accountable for the performance, productivity and effectiveness of Workforce Management Teams.
- Define, develop and execute WFM processes for the contact centers in conjunction with cross-functional departments.
- Conducts regular meetings with team members to continuously communicate key information regarding changes to business and/or policies and procedures.
- Provides leadership, direction and growth opportunities to members of the department.
- Works with the Human Resources Department to resolve more complex team-related issues.
- Responsible for interviewing and hiring new team members, and dispersal to assigned operations team.
- Achieves operational objectives by contributing information and recommendations for strategic plans to prepare action plans, implementing into production and call center standards.
- Regularly audits Workforce operations to ensure quality of service delivery.
- Oversee that proper training is available and/or conducted for Workforce Management personnel.
- Develop, refine, and execute a strategic plan to ensure all client contractual obligations are met – by interval, daily, weekly and/or monthly.
- Assures that near real-time agent performance data is maintained to support operations management with accurate performance coaching information.
- Responsible for analyzing call and staff forecasts to identify needs and corrections.
- Proactively works with the operations managers to assure that staffing requirements are understood and being addressed.
- Participates in planning for off-line activities to support operations needs including training and meetings.
- Proactively communicates needs and opportunities to operations management about staff optimization and cost management.
- Acts as a point of contact for any service impacting issues and contact center response/s.
- Manage special projects as assigned by Director of Workforce Management.
- Maintains a positive work environment.
- Performs other related duties as required.
Krav
- College graduate of a business or technical course and from a reputable institution.
- Minimum of 5 years of Workforce Management experience in Contact Center environment.
- With at least 3 years of managing group/s of Workforce Analysts and/or Leaders providing end to end services to multiple campaigns, or combined agent headcount of more than 6,000.
- Solid experience in supporting inbound contact center/s, and preferably with hands on experience supporting a work-at-home operations set up.
- Mastery of Workforce Management Mathematics.
- Expert user of WFM applications not limited to Aspect eWFM, Verint, iEX, etc.
- Able to clearly articulate performance results to internal and external stakeholders.
- Excellent verbal and written communication skills. Ability to communicate in a clear and concise manner.
- Must be a quick thinker, with high sense of urgency, and sound problem solving skills.
- Ability to continually support people through individual development plans.
- Excellent facilitation skills.
- Able to start and manage one of more simultaneous projects.
- Extensive background in process writing and can perform periodical compliance audit.
- Exceptional analytical skills.
- Proficient in using Microsoft Office software products.
Förmåner
- Day 1 HMO
- Meal & Transportation Allowance
- Rice Subsidy
- Clothing Allowance
- 24/7 Teleconsult
- Free Psychologist Consultation
- In-house & Online Pharmacy
- Scholarship Program
- Retirement Fund
- Free Meal & Medicine (through Transcom’s Tap Card Rewards)
- Loyalty Incentives
- Accidental & Life Insurance
- Free Shuttle Service
Färdigheter
Workforce ManagementSchedulingForecastingStaff PlanningReportingAnalyticsTeam LeadershipAspect eWFMVerintiEXMicrosoft Office
#Operations#Workforce Management#Contact Center
Om Transcom
Transcom provides digitally enhanced customer experience (CX) services to some of the world's most ambitious brands. More than 300 clients globally, including disruptive e-commerce players, category redefining fintechs, and technology legends rely on us for on-, off-, and nearshoring services. Transcom’s over 33,000 employees work in 90 contact centers and work-at-home networks across 28 countries, creating brilliant experiences in customer care, sales, content moderation, and backoffice services. We help our clients drive their brands forward, customer satisfaction up, and operating costs…
Företag
TranscomPublicerade jobb
för 5 dagar sedan
Anställningstyp
Heltid
Arbetsform
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Erfarenhetsnivå
Mellannivå
Platser
Bacolod City, Philippines
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