At TTEC, we're all about the Human Experience. Elevated. As a temporary Work from Home
Workforce Management Manager - 02XV3, lead the teamthat delivers amazing employee experiences. At TTEC, we're all about the Human Experience. Elevated. As a temporary Work from Home Workforce Management Manager - 02XV3, lead the teamthat delivers amazing employee experiences while you also #ExperienceTTEC, an award-winning employment experience and company culture. What You'll be Doing Are you up for the challenge to lead a team and deliver awesome employee experience? In this role, develop and lead the WFM team. Oversee all aspects of the WFM delivery including to identify and report on account profitability opportunities and recommend strategies to improve processes. Create and maintain a positive work environment at TeleTech. During a Typical Day, You'll 1. Achieve 100% of accuracy and speed in delivery of requirements 2. Manage day-to-day operations, processes, and deliverables 3. Improve the key success metrics associated with workforce management goals: a. In-chair occupancy (IOCC %) and phone occupancy (POCC %) management b. Achieve client service level objectives c. Management real-time team to goals and objective d. Ensure ongoing and clear communication
between operations and client teams 4. Actively manage the staff, support, motivate and retain an outstanding WFM team. 5. Communicate problems clearly and collaborate with business partners to ensure that workforce issues will be resolved quickly with a minimum long-term impact. 6. Escalate system level issues to the appropriate systems/IT support/vendor team 7. Ensure compliance with TeleTech's processes and tools, system changes. What You Bring to the Role At least 6 years of experience managing a team and 4 years Workforce Management experience Six Sigma certified Proficient English, both written and verbal Knowledge of call center
business High level of integrity, honesty, and judgment Ability to manage multiple, complex, on-going tasks and projects Strong coaching skills with ability to lead and partner successfully with staff and chain of command Action planning Technology and work environment requirements for the job (Temporary Work from Home): Have the right connection - a home internet connection of 15-25 Mbps (you may do a quick check through Fast.com) Computer - we'll supply and deliver at your doorstep Must be able to hard-wire (via ethernet cord) directly into your home modem Must have a quiet workspace that is within a reasonable proximity of your router so that you can plug in while working What you'll enjoy: Competitive pay, performance-based incentives plus PHP 20,000 Signing Bonus! Real career growth opportunities Company-sponsored HMO with Health & Wellness programs for you and your family Educational assistance through tuition reimbursement A Bit More About Your Role Workforce Management (WFM) Managers supervise the operational and fiscal activities of the Workforce Management department. Ensure accuracy of billing processes and procedures. Working closely with business partners and clients to resolve all related staffing and scheduling issues. About TTEC Our business is about making customers happy. That's all we do. Since 1982, we've helped companies build engaged, pleased, profitable customer experiences powered by our combination of humanity and technology. On behalf of many of the world's leading iconic and disruptive brands, we talk, message, text, and video chat with millions of customers every day. These exceptional customer experiences start with you. TTEC is proud to be an equal opportunity employer. TTEC embraces and is committed to building a diverse and inclusive workforce that respects and empowers the cultures and perspectives within our global teams. We strive to reflect the communities we serve by not only delivering amazing service and technology, but also humanity. We make it a point to make sure all our employees feel valued and comfortable being their authentic selves at work. As a global company, we know diversity is our strength. It enables us to view projects and ideas from different vantage points and allows every individual to bring value to the table in their own unique way.
Teletech Customer Care Management Philippiness Inc