Job Description
Job Title: Associate Director - Workforce Management
Experience: 10+ years
Location: Cebu City
Skills and Experience:
10 + years of experience leading workforce and/or performance management teams preferably in an environment with the capability to attract, mentor, retain and develop talent
Workforce Management software experience (Verint preferred, NICE, Genesys)
Strong experience in forecasting and building models to predict incoming call volume, call volume patterns, agent performance metrics (AHT, shrinkage) and outbound modeling.
Comprehensive knowledge of Contact Center operations and Call Center systems
Proven analytical experience
Strong understanding of Workforce Scheduling, forecasting and model development
Design, implementation, and support of call center and back-office reporting and analytics
Working knowledge of default call center service operations
Must be a visionary, develop plans that support visions which are in line with corpora...
Experience: 10+ years
Location: Cebu City
Skills and Experience:
10 + years of experience leading workforce and/or performance management teams preferably in an environment with the capability to attract, mentor, retain and develop talent
Workforce Management software experience (Verint preferred, NICE, Genesys)
Strong experience in forecasting and building models to predict incoming call volume, call volume patterns, agent performance metrics (AHT, shrinkage) and outbound modeling.
Comprehensive knowledge of Contact Center operations and Call Center systems
Proven analytical experience
Strong understanding of Workforce Scheduling, forecasting and model development
Design, implementation, and support of call center and back-office reporting and analytics
Working knowledge of default call center service operations
Must be a visionary, develop plans that support visions which are in line with corpora...