Workforce Management Supervisor/ Team Lead - Pioneer Team
Taguig, National Capital Region
Posted today
- Company:
- IOPEX Technologies
- Company Description:
- As a new-generation Digital service provider offering optimized Digital Engineering, Operations, and Studio Services, iOPEX Technologies helps you achieve that golden ratio where technology and business are in synergy. We take pride in challenging ourselves and extending boundaries to create new products and novel solutions for traditional and new-age businesses. Our suite of tools is high on performance but low on costs and puts your existing infrastructure to judicious use. Our customer-centricity, ability to take on challenges and financial risks, and go-getter DNA brings you a partner who is easy to work with and delivers beyond promises. No wonder we boast of a marquee list of Fortune 500 clients and many more, each being 100% referenceable. Our world-class service delivery is enabled by our highly skilled team and our robust IT infrastructure, processes, and products meet international quality standards. Our quality initiatives are blended with our constant endeavor to improve service excellence for our clients. iOPEX is compliant with the International Organization for Standardization and PCI Security Standards Council, which spells out our Policy on Quality Management Systems. iOPEX has developed and continues to invest in innovative delivery models to achieve what appear to be conflicting goals – sustainable cost recovery & enhanced customer experience. iOPEX has integrated three elements for success – strategic design of service delivery, seamless implementation of the recommended model, and operational discipline in continuous delivery. We call it the CIO model. Interested to join us? Here are ways to reach us: Send a message to xxxxxxx | xxxxxxx (Yana/Krizia) Application form: bit.ly/iopexbpohiring2024 | forms.gle/RUzkNrreMmZ9zQpE7 Walk in and look for YANA - our office located at 12th Floor SIX/NEO (previously Net Lima) 26th street 5th avenue BGC, Taguig We are neither technology consultants nor system integrators. We are process innovators focused on extracting the best out of the investments our clients have already made.
- Contract Type:
- Full Time
- Experience Required:
- No Experience
- Education Level:
- Senior High School
- Gender:
- Any
- Number of vacancies:
- 1
Job Description
We are looking for an awesome and talented Workforce Management professionals for our growing #[email protected] WFM team!
• Workforce Manager
• Workforce Assistant Manager
• Workforce Team Lead
• Workforce Scheduler
• Workforce Real Time Analyst
We are looking for an awesome and talented Workforce Management Manager and Workforce Management Supervisor who wants to join our growing #[email protected] WFM team!
Responsibilities:
• Manage performance of a team comprised of a Workforce Lead and Workforce Analysts
• Roll out agent schedules that meet required and committed capacity for programs assigned on a weekly basis
• Forecast resource requirements and create a seat capacity planning
• Conduct formal employee performance reviews, establish development plans, initiate promotions, pay adjustments, disciplinary actions, and terminations
• Create and maintain meaningful dashboards and reports
Requirements:
• Must have at least 2-3 years of experience as a Workforce Supervisor or Manager
• Must have experience in handling a team of leads and workforce analysts
• Ability to properly handle escalated complaints and diffuse conflict
• Ability to learn new concepts and quickly, and remain current with the technology and tools that support the requirements of the team
• Ability to operate within a challenging and fast-paced environment
• Ability to multi task, shift focus between the queue and follow-up to ensure all calls are answered within an appropriate time frame
• Able to embrace change within the account, team and management
• Determined leader and can motivate the team to perform
• Approachable and exudes patience when asked for guidance
• Contribute to employee life cycle decisions by communicating with Manager regarding status of employee’s performance or any issues that could result in performance plans or disciplinary action
Other info:
• Application Process: 1 Day hiring (Onsite application process)
• Work set up: Onsite
• Schedule: Shifting
• Salary Range: Your current and expected salary as well as your interview with the hiring managers will be considered for the offer
What's in it for you?
Our people enjoy some amazing perks, check out a few below:
• Competitive salary package
• Exciting employee engagement activities
• Fast career growth
• Accessible location
• HMO
• OT/Holiday pay
• Leave credits and conversions
• Night differential
• Uncapped annual appraisal
• 2 days off
And most importantly, you’ll be part of a growing company with dynamic and engaging team.
Interested? Here are ways to reach us:
• Please make sure to complete this application form: linktr.ee/iopexph
• LinkedIn: Alyana Sia