Workforce Management - Deputy General Manager

 WHAT WE ARE LOOKING FOR:

Candidate must possess at least a Bachelor's/College Degree.At least 5 year(s) of experience as Workforce Manager is required for this position.Excellent communication skills and stakeholder management at multiple levelsEffectively manage client relationships to the highest standards of integrity and professionalismProficiency in MS Office tools (MS Excel, Powerpoint, Word, Access, etc.)Expertise in using WFM Tools such as Avaya CMS, Cisco, IEX/Aspect/Verint/Teleopti, etc.Experience is Calabrio and Tableau is highly preferred. Strong analytical and mathematical skills to process trends, and interpret dataApplicants must be willing to work in Mid shift, Graveyard shift. Holidays and Weekends if needed.Applicants must be willing to work in Taguig or AlabangAccuracy in making projections

ROLE AND RESPONSIBILITIES:

Has a complete understanding of the WFM function and deliverablesManage the team of WFM Specialists in the location for the accounts supported.On boarding of new accounts in the Location. This includes communications with other functional teams for the new account on boarding and identifying deviation from standard SOD.To produce a plan of the account incorporating Calendar of service; contract events; contact profiles etcInclude an Engagement Model to give visibility of communication strategyFacilitate knowledge transferPromote Change/ Transformation: Manage change and transformation to contract/deliverablesClient Interaction: Define client structure/interaction/communication strategyEffectively manage client relationships to the highest standards of integrity and professionalismPropose Service Agreement model and mechanisms to enable successful deliveryEscalation: Act as the point of, and own any, escalation from the WFM team to Ops and vice versa.Definition & ownership of Service Management tactics: Ensure regular review and sign off of tacticsContinuous Improvement Plan: Leverage value adding opportunities from contract knowledge/ best practice. Act upon and improve satisfy. Support and challenge the WFM teamOne on ones and monthly / quarterly reviewsQuality control / error tracking of Intraday managementInternal and external Audit Management with processes and controlForecasting: Accounting and maintenance of volumetric database for forecasting. Translating historical data and trends into near-term, mid-term, and long term workload.Scheduling: Creating, and publishing staffing according to business demands in order to support Operations in meeting contractual SLAs, and other contractual obligationsCapacity Planning: Maintaining live file of 52-week plan of workload, resources, and hiring requirements for internal and external consumptionCollaboration with OPS: Monitor weekly net staffing and keep OPS and RTA team informed of appropriate actions. Consult with OPS managers, team leaders, trainers, RTAs, and other key players to meet SLA metrics. Address staffing and shrinkage concerns.