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Senior Manager, Workforce Management in Eastwood, Quezon City at Ubiquity Global Services US, Inc.

Job Function: Executive/ManagementEmployment Type: Full-Time
Ubiquity Global Services US, Inc.
Eastwood, Quezon City, Philippines
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Job Description

Apply today and start your journey with Ubiquity!

The Responsibilities:
  • Understanding of key business objectives, timeframes, and requirements associated
  • with Workforce Management.
  • Responsible for tracking, forecasting analyzing real time management and planning of
  • assigned call volume, headcount requirements, shrinkage, attrition and handle time
  • goals throughout the group sites.
  • Reporting of Daily program metrics on assigned projects
  • Makes strategic recommendations to improve productivity while balancing service levels
  • and costs
  • Ensures that the team follows workforce procedures.
  • Assist in resolving serious customer complaints and escalated issues
  • Participates in daily and weekly meetings that requires WFM involvement
Knowledge, Skill Set & Qualifications Required (External)
  • More than 5 years Workforce Management experience with a minimum of 3 years experience as a Manager
  • Has experienced end-to-end Workforce Management roles: Real Time Analyst, Scheduler, Planner, Forecaster
  • Advanced knowledge on AVAYA CMS
  • Preferably someone with Verint experience
  • Has handled programs with > 1000 FTEs
  • Amenable to travel in both locations: Manila and Bacolod Offices
  • Has strong command of the English language both verbal and written communication.
  • Ability to create/manage scheduling and real-time management processes and tools effectively.
  • Strong Analytical and Management skills to create and develop improvement plans for respective direct reports
  • Ability to work with a team and individually would be of great help for this position.
  • Open to working on any shift especially graveyard

Job Location

Eastwood, Quezon City, Philippines

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