- Where
- Quezon City, Philippines
- Level
- Senior
General and Task Management
Manage end to end Capacity Planning & Seat Management across campaigns
Create or builds staffing capacity plans based on contact forecast
Analyse contact patterns understanding daily, weekly, monthly & annual patterns.
Create and manage reporting and analysis information from different lines of businesses, contact types, agent utilization and attrition.
Liaise with Client & Stakeholder and eventually drive seat utilization
Create and deliver reports to clients and managers including other Support Departments, to plan and effect measures to achieve operational and strategic business results.
Relationship Management
Collaborate with internal stakeholders to obtain and ensure that current and accurate information is used for planning purposes to meet operational
requirements
Co-ordinate cross functional activities to reconcile variances from original plans and maintain a view of actual against forecast projections
Ensure that effective data, statistical analysis and performance metrics are available to internal stakeholders
Perform all other duties as assigned
MINIMUM REQUIREMENTS:
At least 10 years experience in WFM
Exemplary Leadership skills – already had experience handling a group of people
Superb Communication – daily feedback with client and Operations
Must be amenable work in Eastwood, Quezon City