workforce DirectorWonders Corporation

Job Description:
As a Workforce Director, you will have direct accountability for the Call Center Workforce Management team. You will ensure high levels of service by leading the long term and short term staffing models and monitoring daily call center activities. Accountable for developing staffing schedules, utilizing forecasts and other information that optimizes the fit between employee needs and call center resource requirements.
Requirements
Education: 4-year college degree in Business Information Management, Economics, Logistics, Communication, Business Administration or Mathematics or a combination of education and equivalent work experience in Workforce Management.
Experience Target: Generally 5 or more years progressively responsible experience as a Workforce Director, with demonstrated extensive knowledge in scheduling, forecasting, and workforce management. Experience managing, coaching, and developing others. Prior experience delivering. . Experienced in leading positive change. Call Center industry experience required.
Skills:
Strong interpersonal and collaborative skills including verbal and written communications skills, presentation skills, facilitation skills and negotiation skills.
Success in developing and making compelling written/oral proposals.
Strong problem solving/consulting skills. Excellent time management skills.
Excellent planning and organizing skills, especially prioritizing multiple projects/tasks.
Demonstrated listening skills.
Excellent PC skills with demonstrated ability to assimilate, present and analyze data as needed.
Knowledge/Abilities:
Demonstrated business savvy with ability to develop and maintain successful partnerships with both management and associates.
Ability to meet staffing timelines while balancing the needs of the company.
Demonstrated ability to effectively deal with ambiguity.
Ability to develop strong business relationships. Proven ability to influence associates at all levels.
Demonstrated ability to adapt to changing priorities and provide proactive, effective change leadership.
Understanding of and ability to ensure compliance.
Expert at establishing and maintaining effective relationships with management staff, front line associates, the general public and clients.
Must be able to respond to critical situations quickly and effective.
Open-minded, trustworthy, compliance-oriented, flexible, adaptable and team-oriented.
Special Certifications: Six Sigma Black/Green Belt certification and continuing business education preferred
Travel Required: Minimal - up to 10%
Wonders Corporation

Pasig City, Metro Manila
Permanent
Full-time