Deputy Manager - WFM

Managerial / Supervisory
With Business Certificates
Established in 1945
10,000+ Employees
Cebu IT Tower One & Two across Ayala Center Cebu and Pag-IBIG Building, Luz, Cebu City, Cebu
Total vacancies for this job title: 2
Posted On: January 26, 2023
Job ID: 417102

Details

DEPUTY MANAGER - WFM

 

Roles and Responsibilities:

 

Client Engagement

  • Maintain client relationship through regular interactions, updates and reviews

  • Ensure client escalations/ issues are addressed appropriately within timelines with focus on reduction

  • Drive initiatives to reduce/ optimize cost, improve productivity, add headcount and thus incremental revenue

  • Finalize and sign off CPMs with the client

Delivery Management

  • Ensure SLAs and CPMs targets as defined and signed off with the client are met

    • To maintain adequate staffing for all roles at all times to carry out the Operations

    • To ensure span of control for all supervisory roles is maintained as per norms

  • Conduct regular reviews to ensure 100% numbers are met

  • Create and implement ways to improve productivity, by initiating lean six sigma projects

Financial/ Profitability

  • Provide domain expert opinion in case of any new RFP/RFI. Work closely with the Presales and Sales team

  • Occasionally meet new customers during site visit, floor walk

  • Showcase the existing capabilities both during internal and external forums

People Management

  • Devise and implement strategies to ensure attrition targets are met

  • Ensure touch time within the alignment through town halls, coffee sessions etc and address issues and concerns appropriately.

  • Focus on team development by identifying various opportunities for cross skilling, understanding aspirations, strengths etc. to provide appropriate guidance.

  • Work with WFM team to forecast manpower requirement to ensure adequate staffing and reduction of stress on floor.

  • Review performance of the team and ensuring it is meeting the set targets.

  • Ensure all people processes are carried out as per timelines and norms.

Must Have

  • Understanding of Operations levers, Delivery & BPS industry

  • Very strong domain knowledge

  • Industry knowledge, competitors knowledge

  • Operations management

  • Financials, P&L

Qualification

  • WFM application knowledge, Iex , Genesis, Aspect , etc.. Knowledge of Call center operation with respect to call management arrival pattern,

  • Relevant Experience - 8-10 years of relevant experience, with 3-4 years’ Experience as MLM

  • Graduate of any course