senior workforce ManagerASCENT PRO

Description
Location: Taguig (WFH and Onsite)
Start Date: ASAP
Requirements:
• Candidate must possess at least a Bachelor's/College Degree in any field
• Required skills: Analytical skills, Problem-solving skills, Project Management skills, Decision-making skills, Computer (MS Office) skills.
• Minimum 3 years experience in a Call Center or Service-Oriented Industry
• Minimum of 2 yrs experience as a Senior Workforce Manager managing multiple clients/accounts
• Should have solid experience in Capacity Planning and Forecasting
Responsibilities:
• Support the call center in terms of daily operations and ensure that reporting and scheduling deadlines are met.
• Analyze call arrival vs. staffing trends to provide effective intra-day solutions and support suggestions.
• Focus strongly on volume, service level, and staffing data to provide analysis-driven solutions.
• Drives high client satisfaction by managing service levels situations and providing staffing, scheduling and Real-- Time Adherence solutions.
• Directly supervises the Workforce Specialist Team Leader , the Workforce Executives and any other appropriate positions that may be included in the workforce management team. Responsibilities may include: employee selection, mentoring, planning, assigning, and directing work, and correcting and appraising work performance.
Requirements
Minimum education level: Bachelor ́s Degree
Years of experience: 3
Availability for travel: Yes
Availability for change of residence: Yes
People with disabilities: Yes