workforce ManagerECE Consulting Group

Job Description:
As theWorkforce Manager,you will be responsible for planning, forecasting, scheduling, and real-time resource management of all contact center agents. You will establish effective relationships with internal and external partners including Analytics, Product, Lender Sales, IT, Data Management, and Continuous Improvement as well as operational leadership to ensure daily service level metrics and business goals are met. You will communicate company policy information and requirements to staff and ensure operational decisions align with policy. You will develop and motivate employees through regular coaching and feedback that leads to improved results that support the overall operations of the business.
Key Responsibilities:
Manage the performance of a team comprised of a Workforce Lead and Workforce Analysts
Roll out agent schedules that meet required and committed capacity for programs assigned on a weekly basis.
Forecast resource requirements and create a seat capacity planning.
Conduct formal employee performance reviews, establish development plans, initiate promotions, pay adjustments, disciplinary actions, and terminations
Regular, consistent, and punctual attendance. Availability to work nights and weekends, variable schedule(s) according to the business need * Create and maintain meaningful dashboards and reports.
Requirements:
Must have at least 3 years of experience as a Workforce Manager
Must have experience in handling a team of leads and workforce analysts
Ability to properly handle escalated complaints and diffuse conflict
Ability to learn new concepts and quickly, and remain current with the technology and tools that support the requirements of the team
Ability to operate within a challenging and fast-paced environment
Ability to multi-task, shift focus between the queue and follow-up to ensure all calls are answered within an appropriate timeframe
Able to embrace change within the account, team, and management
Determined leader and can motivate the team to perform
Approachable and exudes patience when asked for guidance
Contribute to employee lifecycle decisions by communicating with Manager regarding status of employee's performance or any issues that could result in performance plans or disciplinary action
Other Requirements:
Must be willing to work in Makati City
Must be a college graduate * Must successfully pass a Medical Health Screening
Screening and interviews will be conducted virtually. Shortlisted applicants will be contacted for the initial interview schedule and related details.
Job Posted by ApplicantPro
ApplicantPro

Makati City, Metro Manila
₱40,000 per month
Permanent
Full-time