Wfm - Senior Operations Manager

Job Responsibilities: Liaison with onshore lead and participate in business/capacity planning workshopOversee management of workforce and related functionCoordinate peak and trough schedule managementAnalyze data and assess trends. Develop actionable insights and recommendations in support of business objectives.Ensure that workforce is staffed optimally by creating forecast and staffing modelsMonitor request queues on a real time basis and ensure adherence to the planned and prepared schedules based on volume forecastMonitor SLAs and initiate contingency plansBuild effective working relationships with internal and external clients/customersParticipate in special projects and other duties assignedInteract and negotiate with all levels of managementKey Qualifications: Amenable to work in shifting schedules.Amenable to work ONSITE (TAGUIG).Able to start ASAP.Education and Other Requirements: Minimum experience of 8 years with customer service and workforce in the BPO/BPM industryBachelor's degree in any courseA minimum of 4 years in a leadership role.Willingness to work in rotational shiftsGeneral Knowledge & Skills: Demonstrates understanding of end to end forecasting and schedulingTechnical functional knowledge adept in adapting to changes in tools and processes including ASPECT toolExperience in managing teamsAble to coach, mentor, motivate and interact with peopleExcellent verbal and written communicationsStrong decision making and analytical abilityDemonstrate patience, passion for problem solving, ability to use knowledge bases, tools
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