About this role
General and Task Management
- Manage end to end Capacity Planning & Seat Management across campaigns
- Create or builds staffing capacity plans based on contact forecast
- Analyse contact patterns understanding daily, weekly, monthly & annual patterns.
- Create and manage reporting and analysis information from different lines of businesses, contact types, agent utilization and attrition.
- Liaise with Client & Stakeholder and eventually drive seat utilization
- Create and deliver reports to clients and managers including other Support Departments, to plan and effect measures to achieve operational and strategic business results.
Relationship Management
- Collaborate with internal stakeholders to obtain and ensure that current and accurate information is used for planning purposes to meet operational
- requirements
- Co-ordinate cross functional activities to reconcile variances from original plans and maintain a view of actual against forecast projections
- Ensure that effective data, statistical analysis and performance metrics are available to internal stakeholders
- Perform all other duties as assigned
MINIMUM REQUIREMENTS:
- At least 10 years experience in WFM
- Exemplary Leadership skills – already had experience handling a group of people
- Superb Communication – daily feedback with client and Operations
- Must be amenable work in Eastwood, Quezon City