Urgent Hiring! workforce manager cebuFoundeverTM

Essential Functions:
 
• Manage end to end WFM for the account- (Capacity Planning/Scheduling & Real time, forecasting).
• Working with Various verticals and ensuring that KPI and financial delivery of the account.
• Establish a working relation with WFM counterparts through weekly reviews and leading the weekly WFM calls.
• Provides direction and guidance to the Scheduling team to ensure accurate and timely delivery of weekly schedules for queue associates.
• Monitors, evaluates, and assesses unit productivity on a daily basis.
• Manages daily workload issues, basis to resolve problems/issues, assesses and maximizes efficiencies of schedules.
• Handles all first-level escalations from the Operations primes related to scheduling.
• Supervises staff and manages performance.
• Supervises assigned team to meet or exceed established goals.
• Manages the workload of the team and the resources required to meet all deadlines. (Hiring, Time Off Requests, Review of staff requirements, etc.)
• Provides regular monitoring, coaching and development to agents within the team. l. Conducts performance appraisals. Manages performance as required
 
Qualifications:
 
• College degree/A-level or equivalent combination of education and experience.
• 2-4 years' experience in planning, implementing, utilizing, and supporting workforce management system,
Blue Pumpkin and IEX experience required, in call center environment.
• Business Objects and/or database experience preferred.
• Experience managing a staff of 4-10 associates also preferred.
• 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.