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WFA / Workforce Manager

Managerial / Supervisory
Established in 2005
1001-5000 Employees
FPN Bldg. AS Fortuna Street, Bakilid, Mandaue City, Cebu
Total vacancies for this job title: 1
Posted On: January 10, 2022
Job ID: 392982

Details

Admerex is a Business Process Outsourcing (BPO) company that started its operations in 2007, catering to many banks and financial services companies, e-commerce, telecommunication companies, and government agencies.

 

In October 2020, Admerex joined and became a Support Services Group Company a Customer Contact Center and BPO Company with headquarters located in Waco, Texas, United States of America and has been designated as its Regional Headquarters in the Asia-Pacific.

 

Our PH Sites:

  • Mandue City (Atlas Site)

    -FPN Bldg. AS Fortuna Street, Bakilid Mandaue City, Cebu

  • Cebu City (Aris Site)

    -2nd Floor, Unit F, Centrum Building, Clavano, corner N Escario St, Cebu City, Cebu

  • Makati City (Alpha Site)

    -The Peak Tower, 107 L.P. Leviste Street, Makati, 1630 Metro Manila

  • Mandaluyong City (Astra Site)

    -G/F Alcar Building, 888 Epifanio de los Santos Ave, Mandaluyong, Metro Manila

  • Mandaluyong City (Alto Site)

    -6th Floor, Citynet Central Building, Sultan Street corner EDSA Barangay, Mandaluyong, 1550 Metro Manila

WFA MANAGER

 

Job description:

Responsible for forecasting, scheduling, monitoring call volumes, and other operational activities while adjusting resources to meet business objectives. Will provide daily guidance to the team that will analyze call volume history by tracking and trending phone channel metrics, email/chat, and back-end support to ensure proper planning, accurate requirements, and workload identification. This position will develop capacity and staffing plans and reports that provide management with the understanding needed to make operational decisions in order to ensure overall success in a multi-site contact center environment. Provide executive report: revenue attainment, Campaign KPI performance, sitewide absenteeism. Will establish effective relationships with internal and external partners including Operations and other support HR, Training, Quality, BCT, Finance, and IT. Continuous Improvement as well as operational leadership to ensure daily service level metrics met. Communicates company policy information and requirements to staff and ensures operational decisions comply with policy.

 

Qualifications:

 

Minimum Requirements

  • Bachelor's degree required five (5) years related call center workforce management experience (capacity planning, forecasting, scheduling, real-time management) in a multi-site contact center environment preferred

  • Must be available to work any shift any day

  • Adept at managing multiple priorities and tasks in a fast-paced environment

  • Ability to act and drive a sense of urgency to ensure both internal and external customers are served in a timely manner

Preferred Special Skills, Knowledge or Qualifications

  • Managing highly-motivated, high-performing workforce and analytics teams. With experience on scheduling, forecasting, capacity planning, real-time adherence workforce management and reporting.

  • Strong experience with Workforce Management software and Telephony (Sales force, Nice Incontact, eWFM, IEX, etc.)

  • Proficient with Microsoft Office (Excel, Word, PowerPoint, Outlook)

  • Responsible for the overall management of WFA team to include hiring, training, scheduling, setting of goals, prioritization of work, performance reviews, etc.

  • Provide team coaching and development by accurately accessing strengths and opportunities, giving timely and actionable feedback, as well as motivate direct reports to optimize performance

  • Ensure that the scheduling function is providing optimal forecasting, scheduling and identifying new methods, strategies and opportunities

  • Ensure that the real-time management team is providing the appropriate real-time oversight and takes appropriate action to meet service level goals and maximize efficiency

  • Oversee reporting—internal and external reporting and analytics

  • Ensure the accurate compilation and distribution of information and reports to identified stakeholders in a contextual and actionable format

  • Provide analytics on trends and use data to identify drivers while continuing to evolve reporting structure such as Power BI integration

  • Serve as a subject matter expert for specific programs and coordinate with operations teams to ensure consistent business / operational goals

  • Develop and maintain short and long term forecast/capacity plans and ensure sufficient staff is available during peak periods

  • Analyze historical call trends by source, handle time, and root cause to identify operational opportunities and pro-actively communicate this information to leadership while implementing appropriate action plans

  • Review and analyze the monthly, quarterly and yearly Performance Reports for both internal and external

  • Perform other related duties and assignments as required and as assigned by Senior Manager

  • Build relationships with the operational leaders specifically the managers and team lead.

  • Drive real time strategies including skilling, shrinkage utilization, as well as partner with operations to drive representative behaviors especially around call handling.

  • Proficient with phone system reporting and scheduling tools and as well as Microsoft Office (Excel, Word, PowerPoint, Outlook).

  • Measure return on investment between shrinkage usage and performance

  • Absolute team player who consistently demonstrates respect, inclusion and an open mind

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