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EXL Service Philippines, Inc.

We are urgently hiring for Workforce Assistant Manager

5+ Years Experience

EXL Service Philippines, Inc.

With business certificates | Established in 1999 | 5001-10,000 employees
10th Floor 2Quad Bldg. Cebu Business Park, Cebu City, Cebu
Total vacancies for this job title : 1
Posted on : June 11, 2019
Job ID : 320731


Basic Functions:
  • Generates month-wise, day-wise and interval-wise forecast incorporating historical trends and other factors such as special events, seasonality, chum or growth, weather etc.
  • Runs short term forecast and re-forecast/adjust future volume projections as needed to ensure optimum staffing at all times
  • Generates schedules accordingly to meet the business requirements enabling superior customer service
  • Provides leadership and supervision to a highly engaged and self-sufficient team of WFMs, ensuring that all SLAs are met across accounts
  • Drives high client satisfaction by managing service levels situations and providing staffing, scheduling and Real-Time Adherence solutions
  • Protects the organization’s assets thru upholding the principles of the Quality Information Security Management System
  • Serves as the main point of contact for all WFM concerns
Essential Functions:
  • Creates, maintains and updates the Capacity plan and ensures that staffing requirements, seat requirements and logistics are being delivered while balancing cost and performance
  • Reviews and amends the long term and short term forecasts, schedules, and reports while ensuring accuracy and timelines of delivery
  • Ensures workforce management process and procedures are in place and followed
  • Conducts performance appraisals of direct reports periodically
  • Monitors daily, weekly, monthly and the annual center performance and alerts management of any discrepancies or issues around it
  • Supports analysis of trending to adjust future planning
  • Monitors daily performance of forecasts and schedules against actual metrics within the center and applies changes to future plans
  • Plans, directs, supervises, and evaluates forecasting and scheduling workflow.
  • Assists in the implementation of a Workforce Management System within the organization to enable effective management of shifts and work patterns
  • Performs routine audits of call center reports to ensure accuracy and integrity is maintained
  • Ensures confidentiality, integrity, and availability of information critical to fulfilling the organizations business functions
  • Able to analyze call center trends, including call volume, call patterns, staff productivity, attrition rates, and resource allocation
  • Proactively collaborates with other departments to identify opportunities for improvement and provides input on performance
  • Ensures regular coaching, feedback and recognition is being done with the direct reports

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