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WORKFORCE MANAGER

Keywords / Skills : WORKFORCE MANAGER, budgeting, forecasting, cost accounting, Workforce Management , Reporting analytics, service quality management, Intraday Operations, Forecasting & Capacity Planning

10 - 13 years
Posted: 2019-09-24

Industry
Recruitment/Staffing/RPO
Function
Human Resources
Role
External Consultant
Posted On
24th Sep 2019
Job Ref code
9550607
Job Description
Job Description :

IMPORTANT: Please indicate on your resume which position below you are applying for. You may also apply by sending your resume to ats@siegensolutions.com, indicate your birthday on your resume and indicate the specific position you are applying for on the email subject. No need to email your resume if you applied via Jobstreet.

JOB LOCATION OPTIONS: Metro Manila or Cebu City

TO QUALIFY:
  • Graduate of any 4 year course but with preference to IT course; open to undergraduates with related work experience.
  • Highly knowledgeable in budgeting, forecasting, and cost accounting.
  • Expertise in Contact Center Workforce Management and Reporting analytics.
  • Operational excellence and service quality management experience.
  • Ability to work independently, multi-task and meet deadlines
  • Analytical interpretation of data
  • Proficiency in Microsoft Excel
  • Must be able to work with all levels of the organization in capturing, managing and communicating metrics
  • Excellent written and verbal communication skills


OVERALL PURPOSE:

The Workforce Manager is responsible for driving corporate initiatives, delivery of metrics and optimal performance of the group through continuous interaction with stakeholders with the intent of achieving contractual objectives and corporate goals.

RESPONSIBILITIES:
  • Intraday Operations
    • Performs Workforce Management support functions for Operations
    • Analyze the impact of volume, AHT and shrinkage on the budget staffing requirement
    • Manage operational forecast variance to plan
    • Report staffing needs and performance issues impacting service levels on a timely manner, and recommend solutions to close gaps
  • Forecasting & Capacity Planning
    • Analyze work volume patterns to determine trends
    • Create volume forecast and handle time forecast for interval, daily and weekly
    • Determine appropriate staffing levels needed to meet goals
    • Able to use Workforce Management tools and create excel templates to support deployment of new deals
  • Scheduling
    • Responsible for managing an interval, daily and weekly staffing plan to ensure that the center is appropriately staffed
    • Administer shift bids across multiple sites and clients/lines of business
    • Develop and adjust employee schedules and rotations to meet the work volume demand on each day
    • Able to use Workforce Management tools and create excel templates to support deployment of new deals


About Company

DIRECT HIRES. FULL-TIME POSITIONS.Top 10 BPOs, 100+ locations, 100+ positions, 20,000+ vacancies. Siegen Solutions partners with organizations across Metro Manila to optimize talent attraction and retention while simultaneously providing individuals with significant opportunities to realize their professional aspirations and achieve personal success.HIGH SALARY. WORLD-CLASS BENEFITS.We help ambitious, young people like you get in an industry that will catapult your career. The BPO industry is instrumental in getting the Philippines slowly but surely up as the 16th largest economy in the world by 2050. We'll help you get in that industry while it's still early. Start with a high salary and world-class benefits.YOUR SUCCESS IS OUR BUSINESS.We are in the people business. We exist to help you realize your career goals. We help prep you up to give you the confidence to ace your job interviews. We don't stop until we find the right job match for you.Siegen Solutionswill help you sort out which BPO company and account will most likely hire you given your qualifications. We at Siegen Solutions know the current openings. We know the qualifications needed. We know where you'll be needed. We know where you'll be wanted.ONE-DAY DIRECT-HIRE JOB APPLICATION PROCESSINGGet interviewed and profiled for multiple BPOs in just one location. Go through your exams and your final interview on the same day.SIEGEN SOLUTIONS complies with all Government and DOLE requirements.WE NOW HAVE 2 INTERVIEW CENTERS!QC INTERVIEW CENTER: Unit 206 Cabrera Bldg. I, #130 Timog Ave. (infront of GMA 7 near corner EDSA), Quezon CityPASAY INTERVIEW CENTER:3rd Floor Empire SM SAVEMORE at Centre Mall, EDSA corner Taft Avenue, Pasay CityTRUNK LINE: +63(2)287-1135MOBILE:+63 (995) 5831068EMAIL: jobs@siegensolutions.comWEBSITE: www.siegensolutions.comOPEN: Mon-Fri, 9:00AM-5:00PMWe offer jobs in the following sites:- Pasig City- Quezon City- Mandaluyong City- Makati City- Marikina City- Manila City- Muntinlupa City- Paranaque City- Pasay City- Taguig CityFOR THIS POSITION, PLEASE ATTACH YOUR UPDATED RESUME. JOBSTREET RESUME WILL NOT BE ACCEPTED. YOUR RESUME WILL BE PRE-SCREENED AND WE WILL CALL YOU IF YOU ARE DEEMED QUALIFIED FOR AN INTERVIEW.YOUR MAY ALSO EMAIL YOUR RESUME TO ats@siegensolutions.com AND PUT THE POSITION ABOVE AS THE SUBJECT. NO DOUBLE SUBMISSIONS PLEASE.
About Recruiter
Aya Montebon
Managing Partner
Siegen HR Solutions Inc
...
Skills I hire for BPO
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