Muntinlupa - Deputy General Manager for Workforce/Resource Management | Manila

This position is responsible for Planning, Forecasting, Real time monitoring, Reporting Cost management and, be an expert in all aspects of Work force management function reporting into WFM Director.

PRIMARY DUTIES AND RESPONSIBILITIES:

• Ensure end to end capacity planning for headcount, seats and other assets such as phones, ports, bandwidth etc. as per the capacity planning process
• Closely work with various customers and suppliers to ensure all interdependencies are well taken care of. Work through any unidentified gaps and close through process reengineering if required

• Generate forecast on volume, AHT, staffing and maintain accuracy at 90% for intraday and 90% for daily level Closely work with various customers and suppliers to ensure all interdependencies are taken care. Work through any identified gaps and close through process reengineering if required.

Outbound and campaign management:

• Understanding of the dialer management (preview and predictive dialling).
• Should be able to decide on the phasing algorithm and update the same to IT for enhancement to enhance agent productivity.

Real time Management:

• Stringent Queue monitoring and updating the management on any deviations
• Attendance management ( tracking the agent login/logout) and update the management on the revenue leakage due to late logins/absenteeism.

• Create intuitive, analytical, user friendly reporting templates. Provide features such as waterfalls, drilldowns, exception reporting, outliers, process behaviour analysis etc. to enable users to take actions on reports.