workforce Management lead with 24k signing bonus!!!Transcosmos Asia Philippines

Role Responsibilities:
Forecasting, Scheduling and Real Time Analysis of productivity to ensure that goals are met or exceeded
Understand and plan all aspects of staffing and capacity management for all sites directly responsible
Organize and create methods of communication, policies, and procedures that work in collaboration with Operations, Training and Quality, Information Technology, and Human Resources at all levels
Provide clear and concise reporting of team, skill, and center statistics such as service level, occupancy, interval adherence, and absenteeism at determined frequencies
Managing the day to day forecasting and scheduling for specified accounts
Establishes a statistical baseline forecast for all departments
Formulate recommendations based upon analysis, data and input from users and departmental management
Appropriately forecast and account for growth due to seasonal variations and special events
Gathers data to understand the key drivers of volume (lead and marketing forecast, outbound call volume) and incorporate into forecasting and planning
Make recommendations to implement improved processes
Responsible for respective department's overall performance and for motivating team to exceed department goals and objectives
Knowledge, understanding, and compliance with TCAP policies and procedures
Accountable for all decisions, actions, and directives made to his/her team
Responsible for progressive discipline with regards to attendance, performance and all aspects of company policy up to and including termination
Follow up in a timely manner to ensure customer satisfaction
Provide feedback to management concerning possible problems or areas of improvement
Perform other duties as assigned by management
Role Profile:
Graduate of any related 4 year course
Has background in Inbound, Outbound, and Non-Voice Services (knowledge on all lines of businesses is a plus)
Preferably with at least 2-3 years experience in Workforce Management
Minimum of 5 years' experience managing Workforce Operations in a Customer Care and/or BPO operation, with client and senior management interaction
One year prior experience working with workforce management technologies ideally TCS, IEX or Blue Pumpkin
One year prior experience with Avaya or other ACD phone system required
Strong analytical skills and ability to apply those real-time
Excellent problem solving and decision-making skills
Excellent oral and written communication skills at all levels of the organization
Proficiency in Microsoft Office applications including Excel, PowerPoint and Word
Exceptional motivational, interpersonal and customer service skills; Demonstrated leadership skills.
Ability to speak in front of medium to large sized groups of people
Schedule Flexibility
Team Player
Dependability regarding completion of assignments and attendance
Summary of role requirements:
Looking for candidates available to work on weekdays, Saturdays and Sundays
2-3 years of relevant work experience required for this role
Working rights required for this role