Workforce Manager
Ben Edictio
- Quezon City, PhilippinesUnit 5F 5th Floor Electra House Building, 115 Esteban St. corner Rufino St., Legaspi Village, Makati City Philippines 1229, Quezon City, Metro Manila, PhilippinesQuezon CityMetro ManilaPhilippinesPhilippines
- Full timeFULL_TIME
Expired 7 years ago
2016-11-28T16:00:00+00:00Job closed.
Job Description
- In charge of Capacity Planning
- Actively participates in planning and implementation activities of new LOBs
- Monitors and manages dynamic customer demand patterns and agent availability
- Analyzes and recommends corrective services within client limits to improve site performance
- Oversees intraday management of scheduling procedures, analysis of real time workload requirements, and call routing to manage performance to service level requirements
- Responsible for maximizing efficiency and occupancy while meeting service objectives
- Provides and implements recommendations to ensure process improvement in order to help the program achieve its goals
- Coordinates with various departments regarding Technology, Facility and Logistics requirements
- Administration of communication to and from Operations and other support departments
- Collection and analysis and reporting of historical center performance statistics
- Coaching & Mentoring of Team Leaders
- Manage ESAT activities for the team
Minimum Qualifications
- Candidate must possess at least a Bachelor's/College Degree , any field.
- Required skill(s): avaya, eWFM, MS Office.
- At least 5 year(s) of working experience in the related field is required for this position.
- Excellent communications skills
- Proficient in MS Powerpoint and MS EXCEL
- Knowledge in eWFM and Avaya, preferred
- MUST BE WELL VERSED IN CAPACITY PLANNING, FORECASTING, SCHEDULING
Jobs Summary
- Job Level
- Mid-Senior Level / Manager
- Job Category
- Customer Service
- Educational Requirement
- Bachelor's degree graduate
- Recruiter response to application
- Sometimes
- Office Address
- Unit 5F 5th Floor Electra House Building, 115 Esteban St. corner Rufino St., Legaspi Village, Makati City Philippines 1229, Quezon City, Metro Manila, Philippines
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About Ben Edictio
On December 1, 2014, Ben Edictio was launched with an objective of providing IT recruitment and placement services for the global business community.
Ben Edictio is established and managed by professionals with over 50 years of combined management expertise in Information Technology, Human Resource, Sales, and Marketing disciplines. We have the reach and the resources to connect our customers to the very best talents drawing from our network and database of over 30,000 professionals. We focus on understanding our customers’ business and needs that is why we are able to offer solutions that fit seamlessly in our customers’ organization.