WorkforceManager

AIPI Acquire Intelligence Philippines Inc.; Pasig; Vor Ort; PHP 781.000 - 1.339.000; Vollzeit

Zusammenfassung

AIPI Acquire Intelligence Philippines Inc. is seeking an experienced Workforce Management leader to oversee Real Time Analysts, Reports Analysts, and Capacity/Resource Planning across one or more sites.

The role focuses on forecasting, scheduling, and performance optimization in a fast-paced contact center environment. You will partner with Account Managers and Operations Directors, drive adherence, manage staff development, and lead initiatives to improve service levels.

Aufgaben

• Manage a team of Real Time Analysts, Reports Analysts, Capacity and Resource Planning across single or multiple sites
• Analyze past volume and staffing patterns and implement actions required based on the forecast provided by the client to ensure service goals are met
• Conduct analysis and recommend solutions to real time performance issues with the operational business units
• Validate forecasting and staff planning and work with Account Managers and clients
• Interface with Account Managers/Operations Directors as needed for escalation of service impacting issues
• Manage the staff schedules and responsibilities of Workforce Management team
• Responsible for performance appraisals of all direct reports
• Establishes performance objectives for direct reports
• Coach and develop a high performance team through organizational leadership
• Demonstrate sound judgment and fairness when administering policies and procedures
• Ensure team accurately tracks and manages contact centre schedule adherence
• Monitor absenteeism levels and work with Operations Team on attendance management initiatives
• Prepare daily/weekly/monthly reports and distribute to the Management team
• Manage staffing ratios and seat utilization/optimization to ensure contact centre goals are met
• Build effective working relationships with internal departments
• Work with Senior Management team on initiatives to support new business growth and overall operations
• Assist with special projects and other duties as assigned
• Management of Genesys system

Tools

Genesys system

Jobbeschreibung

We’re an award-winning global outsourcer providing contact center and back office services on behalf of our global clients. Come work at a place where innovation and teamwork come together to support the most exciting missions in the world!

Tasks for the day include, but are not limited to, the following:

• Manage a team of Real Time Analysts, Reports Analysts, Capacity and Resource Planning across single or multiple sites
• Analysepast volume and staffing patterns and implement actionsrequiredbased on the forecast provided by the client to ensure service goals are met
• Conduct analysis and recommend solutions to real time performance issues with the operational business units
• Validate forecasting and staff planning and work with Account Managers and clients
• Interface with Account Managers/Operations Directors as needed for escalation of service impacting issues
• Manage the staff schedules and responsibilities ofWorkforceManagement team.
• Responsible for performance appraisals of all direct reports
• Establishes performanceobjectivesfor direct reports
• Coach and develop ahigh performanceteam through organizational leadership
• Demonstrate sound judgment and fairness when administering policies and procedures
• Ensure team accurately tracks andmanagescontactcentreschedule adherence.
• Monitor absenteeism levels and work with Operations Team on attendance management initiatives
• Prepare daily/weekly/monthly reports and distribute to the Management team
• Manage staffing ratios and seat utilization/optimization to ensure contactcentregoals are met
• Build effective working relationships with internal departments
• Work with Senior Management team on initiatives to support new business growth and overall operations
• Assistwith special projects and other duties as assigned
• Management of Genesys system

Join the A-Team and experience the A-Life! Acquire Intelligence is an award-winning, global business outsourcer with 10,000 staff and over 16-years’ experience in delivering intelligent contact center and back-office functions for global businesses across many industries including telecommunications, banking and financial services, insurance, media, education and retail.

We're an entrepreneurial business that is highly experienced in working with our partners to solve real-life problems quickly. A genuine partnership approach is at the heart of we do. Our teams are highly proficient in exceeding expectations, especially in situations where in-house teams may be typically challenged with the business processes of “big business.” We have Class A offices in 14 locations across Australia, the Dominican Republic, the Philippines and the United States, as well as comprehensive Work-from-Home environments, where client-permitted. We're recognized as being Safe, Flexible and Innovative, giving our clients the capability to Outsource with confidence. As a dynamic organization with the ability to take your career to the next level, we're looking for strong candidates with BPO experience to join our growing team. We value our employees highly and, as such, offer excellent career development programs and competitive compensation and benefits packages.

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