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Workforce Manager
Workforce Manager
Workforce Manager
Date Posted:
2010-05-05
Call Center Company: Sitel Philippines
Description:
Sitel Philippines is looking for individuals who are qualified for the position of Workforce Manager.
Successfuly applicants for Workforce Manager will have a great career in Sitel Philippines.
Responsibilities:
Ensure workforce management process and procedures are in place and followed by the Site. Provide direction and guidance to the site workforce management team to ensure accurate and timely delivery of schedules to the Operations teams. Monitor, evaluate, and assess unit productivity on a daily basis. Manage daily workload issues, basis to resolve problems, assess forecasts, and maximize efficiencies. Handle all first level escalations from the Operation prime related to Forecasting/Scheduling. Performance manages and supervises staff. Work closely with ROC and Operations Teams.
Requirements:
Four-year college degree or equivalent combination of education and work experience.
5+ years experience in planning, implementing, utilizing, and supporting workforce management system.
Blue Pumpkin and IEX experience required.
Business Objects and/or database experience, preferred.
Experience managing a staff of 4-10, preferred.
Performance management skills (coaching, conducting appraisals)
Strong leadership skills.
Strong technical documentation and problem solving skills.
Proficiency in using MS Word, Access, Excel.
Demonstrated knowledge of contact center operations.
Proven experience consulting with all levels of management, peers, and teams.
Ability to manage the workload of a team by setting priorities, delegation, and holding associates accountable to deliver high quality results on time.
Call Center Directory advises to all job seekers to apply as walk-in applicant for Workforce Manager job opening of Sitel Philippines.
Related Jobs:
Skills and Experience:
• Working knowledge of MS Office Applications
• Knowledge of project related database management and spreadsheet software
• Working knowledge of the 5 fundamentals of Work
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