Deputy Manager - WFM

Eastwood, National Capital Region

Posted 5 days ago

Company:: N&M Staffing Services
Company Description:: N&M Staffing Services, established in 2018 and based in Quezon City, Philippines, is a leading job placement company specializing in multilingual human resources. We cater to the needs of Business Process Outsourcing (BPOs) and call centers, providing access to a robust pool of over a thousand bilingual candidates. Our candidates possess proficiency in a wide range of languages, including Japanese, Mandarin, Cantonese, Thai, Hindi, German, French, Spanish, Portuguese, Arabian, and Italian, among others. We are dedicated to delivering highly skilled bilingual talent to ensure client satisfaction. Our recruitment expertise spans a diverse range of positions, encompassing Information Technology, Leadership, Management, and Translation and Interpretation. At N&M Staffing Services, quality and professionalism are paramount. Our team of extensively trained recruitment specialists prioritizes a deep understanding of both candidate aspirations and client requirements, ensuring the perfect match for long-term success.
Contract Type:: Full Time
Experience Required:: 5 to 10 years
Education Level:: Bachelor’s Degree
Number of vacancies:: 1

Job Description

•Preferably bachelor’s degree in business administration, Operations Management, or a related field
•Amenable to work onsite in Quezon City
•Amenable to work nightshift/graveyard shift
•Minimum of 5 years of Workforce Management experience in Contact Center environment.
•With at least 3 years of managing group/s of Workforce Analysts and/or Leaders providing end to end services to multiple campaigns, or combined agent
•Proven experience and knowledge in using workforce related tools and applications Mastery of Workforce Management Mathematics.

•Coaches team members and conducts regular (monthly) performance feedback sessions
•Establishes team’s yardsticks (early indicators), analyzes and communicates compliance, risk and audit and team performance to the group
•Proficient in Power Point Presentation/ Excel
•With strong communication and coordination skills, assertive, detail and results oriented
•Analyzes, develops action plan, and resolves service delivery and/or service level issues
•Will include client interactions during business reviews

*Night Shift