Workforce Manager

Sitel

Workforce Manager (Ortigas)

(National Capital Reg)

Responsibilities:
Ensure workforce management process and procedures are in place and followed by the Site. Provide direction and guidance to the site workforce management team to ensure accurate and timely delivery of schedules to the Operations teams. Monitor, evaluate, and assess unit productivity on a daily basis. Manage daily workload issues, basis to resolve problems, assess forecasts, and maximize efficiencies. Handle all first level escalations from the Operation prime related to Forecasting/Scheduling. Performance manages and supervises staff. Work closely with ROC and Operations Teams.

Requirements:


* Four-year college degree or equivalent combination of education and work experience.

* 5+ years experience in planning, implementing, utilizing, and supporting workforce management system.

* Blue Pumpkin and IEX experience required.

* Business Objects and/or database experience, preferred.

* Experience managing a staff of 4-10, preferred.

* Performance management skills (coaching, conducting appraisals)

* Strong leadership skills.

* Strong technical documentation and problem solving skills.

* Proficiency in using MS Word, Access, Excel.

* Demonstrated knowledge of contact center operations.

* Proven experience consulting with all levels of management, peers, and teams.

* Ability to manage the workload of a team by setting priorities, delegation, and holding associates accountable to deliver high quality results on time.
Sitel Talent Acquisition and Resource Hub (STAR Hub) 2nd Floor, Centerpoint Building Julia Vargas Avenue cor. Garnet Road, Ortigas Center Pasig City 1600 Tel.: 860-1111 Fax: 634-5414 S.T.A.R. Hub Schedule: Mondays to Fridays 9am to 6pm Walk-in applications are encouraged. Got a Sitel Career Question? Ask OCA (Online Career Assistant)! Yahoo Messenger: siteljobs@yahoo.com 9am-8pm Mondays to Fridays