workforce Management director (wfm)Continuum Global Solutions

Are you a proven workforce management leader? As a key Operations Leader, you'll drive overall WFM delivery, support and execution across all US based client lines of business. Our workforce includes a significant population of remote at home agents. You will lead a team of WFM Directors and WFM Business Partners in centralized WFM Shared Production Centers harmonizing people, processes, and technology to exceed client expectations, strengthen and grow relationships, and foster continuous improvement. This is a high-impact, high-visibility opportunity in a growing BPO start up. Interested? APPLY NOW!
ESSENTIAL FOCUS AREAS:
Employee Management/Development
Accountable for the performance and general development of each team member
Establish capabilities required and measure performance of individual team members against these requirements.
Monitor the implementation of work activities of individual team members both qualitatively and quantitatively.
Periodically review personal development by means of mutual discussion and recording of personal development.
Coach/motivate team members to enable them to fulfil requirements both qualitatively and quantitatively.
Conduct regular team meetings and organizing team building activities
Operations Management
Develop continuous improvement of WFM, that results in optimal service level.
Provide guidance to Sr. Leaders regarding WFM best practices and recommendations to achieve and maintain required staff levels
Develop, optimizing and concluding the structure, systems, instruments and procedures in relation to forecast and planning, production capacity, pool management, staff planning and intra-day management.
Stimulate corporation between WFM and Operations
Determine conditions and targets of planning, achieving set target(s) and plans
Ensure conditions for high performance of WFM Business Partners and WFM Operations
Implement Planning Manual (Standards based on best practice).
Align with Standard Operational Procedures and COPC quality standards
Responsible for troubleshooting and problem resolution
Relationship Management
Build strong relationships with Operational Leaders; build trust and respect
Develop and maintain strong communication lines (government structure) between WFM and Operations
Manage expectations of internal customers
Increase satisfaction level of internal customers
Manage complaints and dissatisfaction regarding WFM planning
Discuss planning and available capacity with all those concerned.
Direct the Planners. Consulting with Client Team Managers and Account Management about nature and scope of potential projects.
Discuss team line up and idle-time and consult details with all stakeholders.
Support planning discussions aimed towards Client Teams.
Serve as mediator in the occurrence of complaints and problems.
EXPERIENCE & EDUCATION REQUIREMENTS:
Master's degree preferably in Logistics, Economics or Mathematics discipline
Proven Management experience work within WFM capacity as a top leader of a large organization
Proficiency on Microsoft Office particularly Excel
Thorough knowledge of traffic theory (erlang) and WFM
Good knowledge of contact center procedures
Strong analytical skills and high level of accuracy & proven numerical acumen
Excellent communication skills with proven ability to communicate with all levels of staff
Proficient in communicating at all levels within the organization (Agents, Planners, Client Management Lead, Customer Care Executive Management)
Demonstrate constructive management style based on cooperation and consensus, but powerful in achieving goals under time pressure
PERKS AND BENEFITS:
Competitive Base Salary up to ₱3,500,000 (based on experience)
Annual bonus - 20% APIP
Health and Group Life Health Insurance
Taxable Allowance
Rice Allowance
Laundry Allowance
Uniform and Clothing
Continuum is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, sex, marital status, sexual orientation, disability, military/veteran status, citizenship status, genetic information, or any other characteristic protected by applicable federal, state, or local laws. Individuals with disabilities in need of a reasonable accommodation to apply or compete for employment with Continuum Global Solutions or one of its subsidiaries may request such accommodation(s) by sending an e-mail to [Protected Info]. Be sure to include your name, the job you are interested in, and the accommodation you are seeking. Continuum recruiting correspondence will always come from a talent acquisition representative with an official @continuumgbl e-mail address. In addition, our representatives will never ask for any form of payment from a new hire or candidate. Please report suspicious activity to [Protected Info].
Continuum Global Solutions

Mandaluyong City, Metro Manila
Permanent
Full-time