Workforce Management Manager


Pccw Teleservices





Workforce Management Manager

Detalles de la oferta

The WFM Manager oversees a team of Analysts who support various clients in the areas of scheduling, attendance, adherence, queue administration and reporting.This role will be instrumental in providing oversight of short-term planning activities as well as guidance on long-term staffing needs for local and remote sites.
Essential Functions and Responsibilities
?Responsible for development and management of direct reports.
?Ensures compliance with queue management SLA.
?Direct the work of the WFM team to meet service goals for each client.
?Primarily responsible for Intraday management of each client by scheduling, managing real time adjustments, generation of reporting and analysis required to manage the processes efficiently.
?Works with operational leadership to coordinate processes to meet the strategic needs of our clients and to advise on potential opportunities that affects our ability to meet goals.
?Produces and implements automation or procedural changes to increase accuracy and productivity.
?Interacts with our clients on a daily basis.
?Assists in implementing of workforce management systems and related technology.
?Assists analysts in preparation of new reports, presentations, etc.
Desired Qualifications
?Bachelor’s Degree
?5+ years of Workforce Management experience including capacity planning, scheduling and real-time monitoring
?Knowledge of WFM systems such as IEX, Avaya, Verint, and Genesys.
?MS Office advanced level, including ACCESS.
?Database analytics and Business Intelligence experience preferred.
?Excellent written and verbal communications skills. (ENGLISH/SPANISH)
?Strong interpersonal skills and the ability to influence associates at all levels in the organization.
?Strong analytical and presentation skills at C-Level.
?Ability to work remotely.
Work Conditions
?General office environment, including in office and work from home environments.
?Evening and weekend work to meet business needs.
?Ability to operate a computer keyboard, mouse, and to handle other computer components.

El contenido de este aviso es de propiedad del anunciante. Los requisitos de la posición son definidos y administrados por el anunciante sin que Konzerta sea responsable por ello.

Ciudad: cristóbal.

Fuente: Bumeran


  • Otros / Otros



Sexo: Indefinido

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