Workforce Lead | Davao (Onsite)

Overview The successful candidate will oversee a team of analysts that are responsible for all facets of workforce planning and intraday management. This individual will determine and communicate work schedules and resources for various call queues across the organization while relying on extensive experience and judgment to achieve optimal coverage results.
Responsibilities The selected candidate will work with site and department leaders to ensure adequate staffing, coverage by interval, as well as, to develop contingency plans during times of peak demand. Ownership of an end to end process with a wide degree of creativity and latitude is expected.
Qualifications 2-3 years of Workforce Supervisory experienceAt least 1 year experience in Forecasting, and SchedulingAt least 1 year Intraday management experienceFamiliar with a variety of the field's concepts, practices, and procedures.Multi-site and Multi-skill call center experiencePrevious large (~2500 seat) call center experienceWorking knowledge of Blue Pumpkin, IEX, Aspect or other scheduling softwareMust possess very strong analytical skills.Must possess an in-depth understanding of call center metrics and mathematicsWilling to work in night shiftMust be amenable to work onsite in DavaoSpecial Skills and Abilities: Ability to successfully interact with internal Operations and clients from VP level to associatesAbility to manage team sizes of 10+ personsAdvanced Excel experienceLeadership and people management skillsStrong written and verbal communication skillsDemonstrated analytical and organizational skills
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