Job Description

HGS Quezon City, National Capital Region, Philippines

Workforce Manager

  • Manage day-to-day operations of the WFM team.
  • In-charge of Capacity Planning
  • Actively participates in planning and implementation activities of new LOBs
  • Monitors and manages dynamic customer demand patterns and agent availability
  • Analyzes and recommends corrective services within client limits to improve site performance
  • Oversees intraday management of scheduling procedures, analysis of real time workload requirements, and call routing to manage performance to service level requirements
  • Responsible for maximizing efficiency and occupancy while meeting service objectives
  • Provides and implements recommendations to ensure process improvement in order to help the program achieve its goals
  • Coordinates with various departments regarding Technology, Facility and Logistics requirements
  • Administration of c...

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