Workforce Management Manager

at The Vito Group in Metro Manila
Published at May 18, 2022

Duties and Responsibilities:

• Responsible for all cross-geography functional run and Mobilization delivery for WFM

• Management of the Financial Cost recovery of all contracts

• To support all Sales, Solutions and RFP responses by building/assisting development of Sales, Quotes, Demos and Tours

• Responsible for looking for opportunities to expand the Command Center service offering into additional contracts (existing and potential clients) • Responsible for delivery on all contracts / SLAs / BOIs /SLA+

• Responsible for key metrics on Cost to serve, Automation Take out, Agile and Client Innovation.

• Responsible for relationship of the Service Delivery lead on all ISS processes. Drive Client Delight and reach Reference-ability status

• Responsible for driving Intelligent Operation and Operational maturity for all the workstreams

• Implement existing WCC Innovation tools

• Monitor and drive engagement and retention of the group

• Management of key Administrative activities for the team

• Other responsibility assigned by the ISS Overall Lead Skills and Qualifications:

• Bachelor’s degree holder

• Must have at least 12 years of experience in Workforce Management under BPO industry

• Must have at least 5 years of experience in managerial position

• Must be well rounded in all WFM aspects (RTA, Forecasting, Scheduling, Capacity Planning)

• Willing to go back on-site once recalled

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Published at May 18, 2022
Viewed: 2427 times