Sr. Manager, WFM

Candidate Profile:

• With at least 1-3 years of experience as a Sr. Manager, WFM.
• Amenable to work onsite in Giga tower, Quezon City, 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 HMO
• Competitive Compensation
• Career Growth

Essential Functions/Core Responsibilities

• Review completed forecasts, schedules, and plans developed by team members to ensure completion, accuracy, and adherence to standards

• Lead reviews of Workforce Management strategy to identify opportunities to improve utilization and develop new strategies to proactively respond to client needs

• Partner with Business Development, Operations, and Clients to develop new models to support staffing and volume changes

• Lead reviews of Call Center efficiency and customer service performance to ensure client needs and Convergys financial performance are met

• Partner with support functions (IT) to ensure that forecasting, planning, and scheduling tools/software are properly configured and maintained to support the Workforce Management team

• Lead the development of forecasts, resource plans, and schedules for new programs

Candidate Profile

• Associate's degree in related field from a four-year college or university with more than ten years of relevant experience (with two to four years of Progressive Mgmt Experience) preferred

• Minimum six years related experience in operations, volumes management, and / or forecast, capacity planning, scheduling and real time management

• Excellent communication skills, both written and verbal. Ability to effectively present information to internal and external associates

• Advanced Microsoft Office skills

• Proven ability to organize and prioritize projects in a fast-paced and deadline-oriented business environment

• Demonstrated ability to mentor, coach and provide direction to a team of employees

• Demonstrated ability to take initiative and ownership with focus on continuous improvement

• Excellent attention to detail

• Demonstrated ability to foster customer service disposition and sense of professionalism for self and team

• Solid understanding of the organization's business operations and industry. Demonstrated business acumen

• Demonstrated ability to comprehend, analyze, and interpret. Ability to analyze large quantities of raw data to create strategic action plans

Career Framework Role

Provides leadership to managers, supervisors and/or professional staff. Is accountable for the performance and results of multiple related units. Recommends operational objectives and develops departmental plans, including business, production and/or organizational priorities. Controls resources and policy formation in area of responsibility. Decisions are guided by resource availability and functional objectives.Develops and administers performance requirements; may have budget responsibilities.

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title.