Assistant Workforce Manager - Manila, Philippines

Manila City, Metro Manila
Permanent
Full-time

1 month ago

Transcom is looking for talented individuals like you to join our awesome team! Be the next Assistant Workforce Manager for our Transcom Pasig site.Join our Transcom Family as an Assistant Workforce ManagerSupervises and coordinates the day-to-day activities and facilitation of workflow for one or multiple operations teams. Provides direction, leadership and guidance to a group of Workforce Analysts (Scheduling and/or Real Time). Plans, evaluates, and documents team performance to ensure internal and external customers are receiving the highest level of professional and courteous support services. Serves as an escalation point for addressing and resolving on-going staffing gaps and KPI challenges. Ensures continuous coverage of Workforce Management functions.Team Management and Development▪ Supervises and coordinates the day-to-day activities of one or more operations teams.▪ Completes staffing and scheduling coordination to ensure proper coverage of functions and prioritization of workflow.▪ Ensures balanced workload allocation to each team member, and promotes ownership and accountability. ▪ Accountable for the performance, productivity and effectiveness of assigned Workforce Analysts.▪ Creates and maintains development plans, and conducts performance appraisals.▪ Regularly audits Workforce operations to ensure quality of service delivery.▪ Reviews feedback data with team members providing improvement opportunities.▪ Assists in the development of process documents that support Workforce Management teams.▪ Serves as an escalation point for addressing and resolving on-going staffing gaps and KPI challenges.▪ Works in partnership with internal Workforce Management counterpart/s to optimize agent availability and productivity around forecasted call volume.▪ Resolves issues and technical problems to ensure service levels are met and frontline is kept up-to-date.▪ Responsible for interviewing candidates, assigning or directing work, appraising performance, disciplining team members and resolving problems. Works with the Human Resources Department to resolve complex team member-related issues.▪ Performs other related duties as requiredCustomer Focus▪ Alerts managers, as appropriate, when issues arise.▪ Maintains consistent communication to enhance the support experience.▪ Consistently demonstrates sound judgement.▪ Serves as a contributor to project teams, extending assistance where necessary.▪ Improves quality results by recommending changes as needed in accordance with project requirements.▪ Assists in implementing and maintaining operational processes to ensure compliance to Company policies, legal requirements and regulatory mandates.Communication▪ Conducts daily huddles and regular meetings with team members to continuously communicate key information regarding changes to business and/or policies and procedures.▪ Administers classroom training of new hires, ensuring a comprehensive understanding of departmental policies and procedures.▪ Participate in client reviews detailing Workforce Management KPIs.What we are looking for:To be successful in this role you must…Educational Background:➢ Preferably college graduate of a business or technical course and from a reputable institution.Work Experience:➢ Minimum of 5 years of Contact Center experience.➢ At least 2 years traffic management and staff scheduling experience in a complex skills-based routing environment.➢ Adept in using WFM applications not limited to Aspect eWFM, Verint, iEX, etc. (Advanced Level).➢ Has managed a group/s of Workforce Analysts (Scheduling and/or Real Time) for at least 1 year, for external candidates.Skills Requirements:➢ Knowledge of Workforce Management Mathematics.➢ Able to effectively manage and deliver performance metrics such as, but not limited to, Service Level, Occupancy, Efficiency, Staffing Adherence, etc.➢ Must be a quick thinker, with high sense of urgency, and above average problem solving and analytical skills.➢ Ability to continually support people through individual development plans.➢ Strong communication skills, both written and spoken, and ability to communicate in a clear, positive and concise manner.➢ Assertive in real time communication especially during escalations where response is required.➢ Confidently facilitate team discussions and share business messages.➢ Proficiency using Microsoft Office software products.What's in it for YOUDriven by our "Malasakit" culture, we make certain that our team members are well-cared for. Hence we are proving these employee benefits, which you'll be able to utilize once you join our team!Day 1 HMOMeal & Transportation AllowanceRice SubsidyClothing Allowance24/7 TeleconsultFree Psychologist ConsultationIn-house & Online PharmacyScholarship ProgramRetirement FundFree Meal & Medicine (through Transcom's Tap Card Rewards)Loyalty IncentivesAccidental & Life InsuranceFree Shuttle ServiceWhat Life at Transcom is like
At Transcom, we're relentlessly committed to our clients and each other. Every day, someone starts their journey with Transcom. Taking the potential they have today, and turning it into skills for the future. Getting recognized for working hard, being a team player, and supporting others. Championing positive, lasting change in their teams and communities. That's just how we are at Transcom. Here we care, and root for each other. You're included, just as you are, from day one. And with the right mindset, there's no end to how far we can go together.We are highly driven by our "Malasakit" culture. Transcom, in its very core, is all about an inclusive team that is focused on people. It all comes down to setting the bar for dignity, equality, and respect. It means that each one takes part in proactively shaping, cultivating, and building the company we want to work and live in. This is why genuine concern is so vital to us.

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