Senior Manager, Workforce Management

Job description

Apply today and start your journey with Ubiquity ! The Responsibilities: Knowledge, Skill Set & Qualifications Required (External) - Understanding of key business objectives, timeframes, and requirements associated - with Workforce Management. - Responsible for tracking, forecasting analyzing real time management and planning of - assigned call volume, headcount requirements, shrinkage, attrition and handle time - goals throughout the group sites. - Reporting of Daily program metrics on assigned projects - Makes strategic recommendations to improve productivity while balancing service levels - and costs - Ensures that the team follows workforce procedures. - Assist in resolving serious customer complaints and escalated issues - Participates in daily and weekly meetings that requires WFM involvement - More than 5 years Workforce Management experience with a minimum of 3 years experience as a Manager - Has experienced end-to-end Workforce Management roles: Real Time Analyst, Scheduler, Planner, Forecaster - Advanced knowledge on AVAYA CMS - Preferably someone with Verint experience - Has handled programs with > 1000 FTEs - Amenable to travel in both locations: Manila and Bacolod Offi...