workforce ManagerVirtual Staffing Solutions

Capacity planning; Scheduling of staff around forecast contact volumes; Managing on a day-to-day basis (intraday management), in case of unexpected rises in contact volumes or absenteeism; Creating a Business Continuity Plan (BCP). Experience in Contact Center Workforce Management administrative positions required (manager, supervisor level); Demonstrated experience and success in leading larger scale WFM or Operations-oriented projects in Contact Centers; Demonstrated expertise in managing scheduling and RTA practices and delivery in multi-channel global contact center environments including phone, email and chat; Expertise in building, integrating and managing forecasting; Experience using various statistical tools for Service Level (SL) optimization and communicating plans or risks clearly; Previous Capacity Planning & Forecasting experience strongly preferred as well as experience with business intelligence and analytics; A bachelor's degree in a business-related field or equivalent experience; Computer proficient; Strong organizational, analytical and communication skills are essential to be successful in this role.
Monster

Eastern Visayas
Permanent
Full-time