workforce Director (bpo)Taguig

Duties and Responsibilities:
You will forecast and prepare for a call or email volume and monitor seat occupancy, average handle time and other factors to measure campaign performance. You will work closely with stakeholders and clients to resolve manpower staffing and scheduling concerns. You will have to achieve 100% accuracy and speed of delivery requirements. You will oversee day-to-day Workforce Operations. You will implement scheduling strategies and initiatives to enable the business to achieve its objectives. You will communicate the core strategy and goals to the WFM Managers.
Establish metrics for success, set clear daily staffing and scheduling priorities, and drive the team to meet goals. You will understand the key business objectives, timeframes, and requirements associated with each workforce management goal. You will be responsible for keeping the forecasts updated considering variables that are not controllable. You will ensure that workforce procedures are followed by the team. You will actively manage the staff, support, motivate, and retain an outstanding Workforce Management team.
Qualifications:
Bachelor's degree holder
At least 3-5 years of experience as a Workforce Director in a BPO industry
Knowledgeable in WFM tools
Work location:
Makati
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