Supervisor, WFM Planning & Scheduling - Davao

Concentrix; Davao City; Presencial; PHP 900 000 - 1 300 000; Tempo integral

Resumo da oferta

Concentrix in the Philippines seeks a WFM Real Time Manager to lead and coach a multi-site Command Center team, ensuring cost control, labor utilization, and service levels are met. You will monitor global sites, drive intraday decisions, implement strategies, and coordinate with planning for proactive execution.

The role requires a Bachelor's degree with 2–4 years of relevant experience, strong communication, and hands-on WFM tool expertise (IEX/eWFM/Avaya/Genesys).

Qualificações

• Bachelor's degree in a related field with two to four years of relevant experience preferred.
• Understanding of the financial impact of all decisions made within WFM.
• Solution driven and result oriented mindset.
• Strong oral and written communication skills.
• Highly proficient in Microsoft Office tools.
• Willingness to work in dynamic 24x7 environment handling international programs/clients.
• Demonstrated ability to multi-task, prioritize and meet timelines of deliverables.
• Self-starter with sense of urgency and the ability to work under pressure.
• Strong attention to detail and professional business partnerships.
• Hands on experience on any one or more WFM tools like IEX/eWFM/Avaya/Genesys.

Responsabilidades

• Responsible for supporting, coaching, developing, and supervising a team of Real time associates and/or individual contributors within the Command Center environment.
• Responsible for ensuring that the organization's goals of cost control, labor utilization, and service level meets targets.
• Monitor a multitude of sites through various platforms, instituting timely and efficient communication to analyzing call volumes and trends, implementing appropriate strategies, verifying allocations, queue routing, overflow targets, media events, transcription campaigns etc.
• Manage labor utilization during low volume periods while maximizing revenue.
• Responsible for implementing BCP solutions and participate in business continuity and disaster recovery meetings.
• Partners with stakeholders on the development of service level agreement documents specific to the Command Center tasks and timelines.
• Collaborate with planning and scheduling for proactive decision making related to execution of command center tasks.
• Establish and maintain WFM real time (Intraday) processes that support the requirements for assigned program/client.
• Ensure development and consistent application of all Command Center related activities across a multi-center shared labor environment.
• Measure and trend individual program performance and leads the development of improvement plans as related to the program.
• Prepare various dashboards related to program/project performance and conduct review meetings with business stakeholders.

Conhecimentos

WFM knowledge

Financial impact awareness

Problem solving

Strong communication

Multi-tasking

Coaching/mentoring

Attention to detail

Team leadership

Formação académica

Bachelor's degree (2–4 years experience preferred)

Ferramentas

IEX

eWFM

Avaya

Genesys

Descrição da oferta de emprego

• Responsible for supporting, coaching, developing, and supervising a team of Real time associates and/or individual contributors within the Command Center environment.
• Responsible for ensuring that the organization's goals of cost control, labor utilization, and service level meets targets.
• Monitor a multitude of sites through various platforms, instituting timely and efficient communication to analyzing call volumes and trends, implementing appropriate strategies, verifying allocations, queue routing, overflow targets, media events, transcription campaigns etc.
• Manage labor utilization during low volume periods while maximizing revenue.
• Responsible for implementing BCP solutions and participate in business continuity and disaster recovery meetings.
• Partners with stakeholders on the development of service level agreement documents specific to the Command Center tasks and timelines.
• Collaborate with planning and scheduling for proactive decision making related to execution of command center tasks.
• Establish and maintain WFM real time (Intraday) processes that support the requirements for assigned program/client.
• Ensure development and consistent application of all Command Center related activities across a multi-center shared labor environment.
• Measure and trend individual program performance and leads the development of improvement plans as related to the program.
• Prepare various dashboards related to program/project performance and conduct review meetings with business stakeholders.

Desired Skills:

• Bachelor's degree in related field from a college or university with two to four years of relevant experience preferred.
• Understanding of the financial impact of all decisions made within WFM.
• Solution driven and result oriented mindset.
• Strong oral and written communication skills.
• Highly Proficient in Microsoft Office tools.
• Willingness to work in dynamic 24*7 environment handling international programs/clients.
• Demonstrated ability to multi-task, prioritize and meet timelines of deliverables.
• Self-starter, sense of urgency and works well under pressure.
• Strong attention to detail.
• Highly professional and able to develop strong business partnerships.
• Hands on experience on any one or more WFM tools like IEX/eWFM/Avaya/Genesys is essential.
• Ability to organize and prioritize projects in a fast-paced and deadline-oriented business environment.
• Ability to mentor, coach and provide direction to team members.
• Ability to take initiative and ownership with focus on continuous improvement.
• Demonstrated ability to foster customer service disposition and sense of professionalism for self and team.
• Solid understanding of the organization's business operations and industry. Demonstrated business acumen.
• Demonstrated ability to comprehend, analyze and interpret.