Manager I, Planning & Scheduling

Candidate Profile:

• With at least 1-3 years of experience as a Manager I, Planning & Scheduling.
• Amenable to work onsite in Davao City, Davao, Philippines
• Knowledgeable in managing NPS or CSAT and AHT, Conversion metrics
• Highly motivated individual with skills to develop and coach team members to achieve performance expectations
• Ability to mentor, coach, and provide direction to a team of employees
• Willingness to work a flexible schedule

What's in it for you

• ?Day 1 HM
• OCompetitive Compensatio
• nCareer Growt

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Job Descripti

onThe WFM Manager drives CRM contact performance and WFM Process maturity through implementation and maintenance of best practice WFM across the location accounts under the supervision and alignment of the Geo Leader. They can move across multiple industry verticals and WFM platforms in a multi-skill, multimedia environment, while building solid relationships with both our internal cross-functional teams and our client partners. The WFM Manager ensures WFM practice balances the needs of the client, business and the needs of our agents as optimally as possible, driving continual improvement and adaptatio

• n.Set strategic direction and manages overall delivery of Capacity Planning, scheduling, and WFM related metrics of the accounts within the locatio
• n.Stands as representative and Point of Contact for the clients they manage their business for the WFM par
• t.Work with key stakeholders to ensure WFM initiative and priorities are aligned and delivered to meet contractual requirement
• s.Work with the onsite and offshore WFM team to provide Planning and scheduling requirements for each accoun
• t.Responsible for driving achievement of resource planning metric
• s.Brief management on status of WFM functions and metric
• s.Coordinates with Operations (Operational Managers) DPE/ Account Management and Clients to ensure WFM processes and practices are in place and properly execute
• d.Educating both their Direct reports and other functions stake holders about pre-defined process and procedures by Senior leadership of WF
• M.Identify and leverage best practice
• s.Ensure effective use of resources and automated system
• s.Implements productivity and revenue increase by driving efficiency and other related initiative
• s.Act as escalation point to address and resolve WFM support matters for the progra
• m.Manage and ensure delivery of the executions of WFM plans, ensuring the onsite and offshore team is meeting deliverables and deadline
• s.Manage the ongoing development of the onsite WFM Teams (Employee satisfaction, upskilling