Workforce Management Specialist  

The Role: Contract Support Queue Coordinator based in Manila.

The Impact: This position's primary role is to monitor and manage the Case and Quote queue in SFDC for the Commercial Contract Support group.

The Career Opportunity This oversight includes but is not limited to enforcing Good Practices of case management, prioritization, productivity tracking, and escalating issues.

The Team/The Business: The position is responsible for a daily briefing of high visibility and impacting incidents.

• Working Environment & Physical Demands:
• General fast-paced dynamic office environment.
• Key Contract Supporting, regular computer use
• Support for over 2,500 products representing over 300 individual product families
• Responsibilities
• Supervise the Contract Support queue to ensure maximum productivity on daily completion of jobs. Accurate and timely processing to ensure resources are being utilized appropriately.
• Monitor, prioritize, and re-prioritize deliverables as needed, in consultation with regional Contract Support leadership team, to ensure successful outcomes for our clients.
• Maintain a sense of urgency on all work orders and internal workflow requests.
• Assigns out work orders\internal requests as needed to keep deliverables on track and ensuring appropriate utilization of staff and system resources.
• Maintain proactive, real-time communication with Contract Support Director and direct Contract Support Manager and cross Commercial Operations teams with respect to deliverables and build a cooperative, constructive relationship to enable smooth service delivery.
• Serves as a cross-team liaison with other departments such as Sales, Finance, Operations, Client Services and Client Financial Service to establish deadlines, workflow, and issue resolution based on team’s resources.
• Participate in daily status/pipeline meetings and update the team with the daily priorities and and deliverables in the pipeline that are expected in the near future.
• Lead seamless transitions of tasks and statuses between shifts.
• Assist leadership with ensuring departmental adherence to company standards and client-specific technical specifications.
• Make recommendations for improved workflow, quality, internal documentation, and processes to increase efficiencies including error review and identify areas for increased training.
• Act as an escalation point and senior resource for troubleshooting and determining solutions for custom requests or engaging team resources to help find solutions.
• Understand the strengths and needs of team resources, providing task management and direction.
• Manage and monitor the quality of the team’s output, coaching employees on technical issues and making procedural, documentation, and standards improvements recommendations.
• Other duties as assigned.
• Requirements:
• Bachelor degree preferred or equivalent work experience
• SalesForce.com experience required
• Excellent queue management skills and a strong knowledge of LEAN / Agile preferred
• Direct work experience in a service level management capacity
• High level of proficiency with Excel, and Microsoft Office suite.
• Proven team leadership experience with great communication skills.
• Must have an exceptional attention to detail and high level of organizational skills.
• Must have great multi-tasking skills to stay engaged with multiple priorities at any given time and be able to so with a positive, solution-focused attitude.
• Demonstrated aptitude organizing, coordinating, and owning multiple projects simultaneously and adapting to change.
• Demonstrated passion for driving process improvement, collaboration and innovation as part of a cross-functional team.
• Ability to solve problems, prioritize, and multi-task in a fast-paced, deadline-driven environment
• Office location – Tiendesitas Pasig
• Candidate should be amenable for mid or night shift

• Bachelor degree preferred or equivalent work experience

• SalesForce.com experience required

• Assigns out work orders\internal requests as needed to keep deliverables on track and ensuring appropriate utilization of staff and system resources.