Workforce Manager/Workforce Supervisor (Pioneer Team)

Showcase your talents. Create your success story with us!

• Workforce Manager
• Workforce Assistant Manager
• Workforce Lead
• Workforce Scheduler
• Workforce Real Time Analyst

Responsibilities:

• Manage performance of a team comprised of a Workforce Lead and Workforce Analysts
• Roll out agent schedules that meet required and committed capacity for programs assigned on a weekly basis
• Forecast resource requirements and create a seat capacity planning
• Conduct formal employee performance reviews, establish development plans, initiate promotions, pay adjustments, disciplinary actions, and terminations
• Create and maintain meaningful dashboards and reports

Requirements:

• Must have at least 2-3 years of experience as a Workforce Manager
• Must have experience in handling a team of leads and workforce analysts
• Ability to properly handle escalated complaints and diffuse conflict
• Ability to learn new concepts and quickly, and remain current with the technology and tools that support the requirements of the team
• Ability to operate within a challenging and fast-paced environment
• Ability to multi task, shift focus between the queue and follow-up to ensure all calls are answered within an appropriate time frame
• Able to embrace change within the account, team and management
• Determined leader and can motivate the team to perform
• Approachable and exudes patience when asked for guidance
• Contribute to employee life cycle decisions by communicating with Manager regarding status of employee’s performance or any issues that could result in performance plans or disciplinary action

Other info:

• Application Process: 1 Day hiring process depending upon the availability of the hiring managers (Onsite Process)
• Work set up: Onsite
• Schedule: Shifting
• Salary Range: Your current and expected salary as well as your interview with the hiring managers will be considered for the offer

What's in it for you?

Our people enjoy some amazing perks, check out a few below:

• Competitive salary package
• Exciting employee engagement activities
• Stability (Continuously getting pioneer accounts)
• Learning sessions every week
• Fast career growth
• Free Parking Passes
• Accessible location
• HMO (Free dependent)
• Leave credits/Leave conversions
• Night differential
• Uncapped annual appraisal
• 2 days off

And most importantly, you’ll be part of a growing company with dynamic and engaging team.

Interested? Here are ways to reach us:

• Please make sure to complete this application form: https://linktr.ee/iopexph
• Send a message to 09178246345 | 09178656287 (Yana)
• Walk in and look for YANA/KRIZIA - our office located at 12th Floor SIX/NEO (previously Net Lima) 26th street 5th avenue BGC, Taguig