Workforce Manager

Acquire BPO Santo Domingo, República Dominicana 3139 días 16 horas 23 minutos 5 segundos

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Descripción

Job Summary: Responsible for the overall management and direction of the Workforce Management Team. Responsibilities: • Manage and direct the daily activities of Workforce for the site • Lead, plan, and manage functions concerned to call center environment • Carry out leadership, coaching, training, disciplining, and reviewing analysts • Acting as an information source and answering questions relative to call center operations, assigning tasks, following up and giving instructions as needed • Ensure that the team members acquire the appropriate support and training to apply the best skills and knowledge on the job • Carry out performance measurement, monitoring, and evaluation of all analysts to improve the efficiency • Compile and maintain lists of on-call and key schedules and personnel, and ensure that the analysts can use all lists as required • Update databases, organizing activities related to maintenance and repair of equipment • Prepare and direct schedules, monitoring attendance of analyst, schedule breaks and shifts as necessary • Communicate solutions, successes, and opportunities to the Workforce Supervisor and Manager • Practice and ensure compliance with that of all the organization’s policies and procedures • Performs other duties as assigned

Requerimientos

Qualifications: • A college graduate, preferably of a technical course • At least three (3) year of Workforce Management experience in a call center setting is required • At least one (2) year of management experience managing a dynamic team • Ability to lead, support and train staff • Must be a critical thinker who can contribute to challenging assignments in a business-critical environment • Strong quantitative and analytical skills with the ability to apply these efficiently • Ability to plan well and prioritize work • Good decision making skills and maintains calmness under tight pressure • Extensive familiarity with call center software applications including MS Excel. Knowledge in use of MS Access, Cisco, CMS, Blue Pumpkin, eWFM and Business Objects is a plus. • Very good verbal and written communication and comprehension skills • Ability to maintain confidentiality • Ability to effectively interact with employees at all levels of the organization and work with a variety of people from diverse backgrounds

Habilidades recomendadas

workforce manager, workforce, call center, manager

Excellent work environment Competitive Salary City Center location Private health insurance