Workforce Management Manager (Pioneer Team)
Taguig, National Capital Region
Posted 2 days ago
- Company:
- IOPEX Technologies Philippines - Taguig
- Company Description:
- 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. 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. Join our #iopexhappyatwork team! If you are interested to join us please visit linktr.ee/iopexph
- Contract Type:
- Full Time
- Experience Required:
- 1 year
- 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
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
Other info:
• Application Process: 1 Day hiring (Onsite process)
• Work setup: Onsite (BGC, Taguig)
• Schedule: Night/Shifting
• Salary Range: Your current and expected salary as well as your interview with the hiring managers will be considered for the offer
• Want to be an iOPEXian? Start your #iopexhappyatwork journey today and make sure to visit: linktr.ee /iopexph
What's in it for you?
Our people enjoy some amazing perks, check out a few below:
• Competitive salary package
• Exciting employee engagement activities
• Learning sessions every week
• Fast career growth
• Accessible location
• HMO (Free Dependent)
• OT/Holiday pay
• Leave credits
• Leave 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.