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Workforce Services Manager

Keywords / Skills : Services Manager , WFM Functions , Reporting Operational , Team Management , Service Quality Management , Metrics , Escalation Management , Operation Management

5 - 10 years
Posted: 2019-06-18

Job Description

• With at least 5 years work relevant experience preferably in a BPO industry

• Must be proficient in Metrics and Reporting Operational Excellence
• Must be proficient in Operations and Management

• Must be proficient in Problem-Solving & Escalation Management

• Must be proficient in Service Quality Management

• Must be proficient in Team Management

• Must be proficient in End to End WFM Functions

• Willing to work in shifting schedule

• Willing to work in Mandaluyong City

Job responsibilities:

• Overall management of the WFM cost structure and budget

• To support the Command Center leads for sales and RFP responses & responsible for supporting the sales process by assisting with development of sales material, quotes, demos and tours

• Responsible for looking for opportunities to expand the WFM service offering into additional contracts

• Responsible for delivery on all contracts

• Focus on driving down cost to serve and looking for opportunities to expand the shared services model

• Drive industrialization of BST across all contracts

• Increase automation, standardization and off-shoring strategy for WFM

• Provide direction to WFM team on cost to serve initiatives

• Responsible for driving operational maturity across all WFM groups

• Responsible for any cross-geography status or functional reporting for WFM

• Drives innovation between all WFM groups

• Accountable for keeping the Standard Delivery Solution updated

Work schedule: Shifting

Location: Cybergate Tower 2 (Mandaluyong)

Salary: Open

About Company

WONESE is a full-service recruitment company that provides staffing services for all levels of employment around the globe—and unparalleled customer service. We work across all industries, including:
• Engineering • Construction • Health/Pharmaceuticals • Consumer goods
• Banking and financial services • IT and technology
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