WFM Assistant Manager
WFM Assistant Manager
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1 Vacancy
Job Description
Job Title: WFM Assistant Manager
Salary: 50k65k.
Work schedule: Shifting
Work set up: Onsite in Ayala
Job Description:
This position is responsible for forecasting the call center staffing variables (i.e. call volume average handle time offphone activities overflow etc. and working with the leadership team to validate the planning assumptions and volume forecast
Formulate recommendations based upon analysis data and input from users and departmental management
Maintaining a close working relationship with all departmental leadership in developing staffing strategies
Advise Center Managers and Supervisors regarding balancing work volume; collaborate with managers within and across sites to balance workload between departments and sites on a regular as well as ad hoc basis acting as an advocate for the caller
Partner with Site Director regarding forecasting / planning based on experience and trend analyses and implement necessary tactics to achieve service targets.
Analyze develop action plan and resolve service delivery and / or service level issues.
Review Key Performance Metrics and subsequent drivers implementing actions for improvement
Adjust workforce requirements based on changing / dynamic forecasts; reforecast when necessary.
Collaborate with supervisors to identify and track both planned and unplanned absences.
Review forecasts on an intra daily weekly monthly and annual basis for all workgroups and compare actual results to forecasts identifying opportunities for improvement and implement solutions.
Identify call volume trends and averages on a monthly and quarterly / seasonal (when necessary) basis.
Establish and maintain communication channels regarding events that impact call and claim volumes
Qualification :
Graduate degree
Minimum of 5 years of experience in Workforce Management
Team Management
Capacity Planning
Scheduling
Realtime Management
Good Knowledge of IEX and Pulse
Proficiency with MS Office Excel Outlook & Powerpoint
Analytical with experience identifying root cause of defects and removing defects
Statistical analysis skills
Written and verbal communication skills
Qualified Candidates should send CV to indicating the subject.
Job Title: WFM Assistant Manager
Salary: 50k65k.
Work schedule: Shifting
Work set up: Onsite in Ayala
Job Description:
This position is responsible for forecasting the call center staffing variables (i.e. call volume average handle time offphone activities overflow etc. and working with the leadership team to validate the planning assumptions and volume forecast
Formulate recommendations based upon analysis data and input from users and departmental management
Maintaining a close working relationship with all departmental leadership in developing staffing strategies
Advise Center Managers and Supervisors regarding balancing work volume; collaborate with managers within and across sites to balance workload between departments and sites on a regular as well as ad hoc basis acting as an advocate for the caller
Partner with Site Director regarding forecasting / planning based on experience and trend analyses and implement necessary tactics to achieve service targets.
Analyze develop action plan and resolve service delivery and / or service level issues.
Review Key Performance Metrics and subsequent drivers implementing actions for improvement
Adjust workforce requirements based on changing / dynamic forecasts; reforecast when necessary.
Collaborate with supervisors to identify and track both planned and unplanned absences.
Review forecasts on an intra daily weekly monthly and annual basis for all workgroups and compare actual results to forecasts identifying opportunities for improvement and implement solutions.
Identify call volume trends and averages on a monthly and quarterly / seasonal (when necessary) basis.
Establish and maintain communication channels regarding events that impact call and claim volumes
Qualification :
Graduate degree
Minimum of 5 years of experience in Workforce Management
Team Management
Capacity Planning
Scheduling
Realtime Management
Good Knowledge of IEX and Pulse
Proficiency with MS Office Excel Outlook & Powerpoint
Analytical with experience identifying root cause of defects and removing defects
Statistical analysis skills
Written and verbal communication skills
Employment Type
Full Time
