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Workforce Manager
Workforce Manager
Workforce Manager
Date Posted:
2011-03-11
Call Center Company: Cognizant Philippines
Description:
Cognizant 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 Cognizant Philippines.
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 Workforce Planning:
Environment Scan
Current Workforce Profile
Future Workforce View
Analysis and Targeted Future
Closing the gaps
Tool Specific Knowledge
• Avaya Telephony Systems & Technology
CMS
Callmaster
• Working knowledge of WFM software & tools. For Example:
Aspect Products: Basic Module (Forecasting, Scheduling, Tracking), Agent Productivity, Real-Time Adherence, eSchedule Planner, Notification Server, eSP-IVR, Programming Languages, Web Reporting Tools.
Nortel Symposium
IEX
Requirements:
Requirement:
• Excellent written & verbal communication skills English
• Strong customer service focus
• The ability to analyze & interpret ACD reports
• Analytical, problem solving & cost effective decision making skills
Working Experience
• 8 years (Manager); 5 years (Supervisor); 3 years (Analyst) in Workforce Management operations is preferred
• Experience in managing the demands of an inbound call/contact centre, including forecasting and scheduling experience.
• Experience in deploying and utilizing leading software packages to perform Workforce Management functions for a call/contact centre esp. IEX
Call Center Directory advises to all job seekers to apply as walk-in applicant for Workforce Manager job opening of Cognizant Philippines.
You can apply at the following Cognizant Philippines location(s):
Cognizant McKinley
Cognizant Technology Solutions
5th Floor 10 Upper McKinley Building
McKinley Hills Fort Bonifacio,
Taguig City, Philippines
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