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Workforce and QA Manager

Job Category:

BPO / KPO / Shared Services

Job Level:

Executive

Open Date:

26-Oct-2020

Location:

CITY OF MAKATI

Close date:

08-Feb-2021

Client Industry:

SHARED SERVICES

Job Description and Qualification:

Responsibilities:
  • Ensure that appropriate operations schedules are designed, implemented, and released on time.
  • Review and monitor forecasts, schedules, and plans developed by team members.
  • Develop strategies that are to be used in implementation of software and hardware systems in the organization.
  • Responsible for providing business analysis identifying key business drivers and root cause analysis.
  • Prepare departmental reports for daily, weekly, monthly, and yearly periods for different business segments and stakeholders, and analyze historical performance statistics.
  • Participates in client calls and provide feedback on current actions plans.
  • Collaborate with other departments to establish a coordinated reporting effort.
  • Coaching/motivating team members to enable them to fulfill requirements.

Qualifications:
  • Overall work experience of 6+ with at least 2 years experience in a managerial role or similar. Preferably in a contact center setting.
  • Experience in forecasting, capacity planning, scheduling, reporting, and statistical analysis.
  • Excellent organizational, interpersonal and communication skills.
  • Excellent stakeholder management and client centricity.
  • Excellent leadership and decisive decision-making skills.
  • Strong understanding of performance management and employee development strategies.
  • Excellent knowledge of operating systems and productivity software.
  • Proficient in MS Office (Excel, Word, PowerPoint).

Salary:

PHP 1M – 1.9M