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Open nowFirst seen 5 days ago

WFM Assistant Manager

PEO Consulting Limited134 open roles

Where
Makati, Metro Manila, Philippines
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Your applicationOpen nowWFM Assistant ManagerPEO Consulting Limited · Makati, Metro Manila, Philippines

  1. YouYes, apply to this one.

  2. CV RocketCV written for this posting.

  3. 25 readersRecruiter, hiring manager, skeptic. Round after round.

  4. CV RocketApplied on PEO Consulting Limited's own form.

The reply lands in your private mailbox

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The clock on this job

Early applications get read.

12.3% of postings close within 7 days. Measured by our own scanner across the market.

Share of postings closed within
  1. 2.1%1 day
  2. 4.5%3 days
  3. 12.3%7 days
  4. 19.3%14 days
  5. 35.6%30 days
  6. 58.1%60 days
This job: first seen 5 days ago

The posting

Job Title: WFM Assistant Manager Salary: 50k-65k. Work schedule: Shifting Work set up: Onsite in Ayala

Job Description: This position is responsible for forecasting the call center staffing variables (i.e. call volume, average handle time, off-phone activities, overflow, etc.) and working with the leadership team to validate the planning assumptions and volume forecast Formulate recommendations based upon analysis, data and input from users and departmental management Maintaining a close working relationship with all departmental leadership in developing staffing strategies Advise Center Managers and Supervisors regarding balancing work volume; collaborate with managers within and across sites to balance workload between departments and sites on a regular as well as ad hoc basis, acting as an advocate for the caller Partner with Site Director regarding forecasting / planning based on experience and trend analyses and implement necessary tactics to achieve service targets. Analyze, develop action plan and resolve service delivery and / or service level issues. Review Key Performance Metrics and subsequent drivers, implementing actions for improvement Adjust workforce requirements based on changing / dynamic forecasts; reforecast when necessary. Collaborate with supervisors to identify and track both planned and unplanned absences. Review forecasts on an intra daily, weekly, monthly and annual basis for all workgroups, and compare actual results to forecasts, identifying opportunities for improvement and implement solutions. Identify call volume trends and averages on a monthly and quarterly / seasonal (when necessary) basis. Establish and maintain communication channels regarding events that impact call and claim volumes

Qualification : Graduate degree Minimum of 5 years of experience in Workforce Management Team Management Capacity Planning Scheduling Real-time Management Good Knowledge of IEX and Pulse Proficiency with MS Office - Excel, Outlook & Powerpoint Analytical with experience identifying root cause of defects and removing defects Statistical analysis skills Written and verbal communication skills

Qualified Candidates should send CV to [email protected] indicating the subject.

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