Workforce Services Senior Manager

OVERALL PURPOSE:
The Command Center Senior Manager is responsible for Overall Delivery of WFM Agent Performance and Reporting Functions.

RESPONSIBILITIES:

• Responsible for all crossgeography functional delivery for WFM AP and Reporting for all contracts
• Management of the Financial Cost recovery of all contracts
• To support all Sales Solutions and RFP responses by building/assisting development of Sales Quotes Demos and Tours
• Responsible for looking for opportunities to expand the Command Center service offering into additional contracts (existing and potential clients)
• Accountable for delivery on all contracts / SLAs / BOIs /SLA
• Accountable for key metrics on Cost to serve Automation Take out Agile and Client Innovation
  

OTHERS:

• Project Shift Schedule: Rotation Shift
• Project Rest Day: Rotation Off
• Project/Team Location: Mandaluyong Robinsons Cybergate Tower 2

SKILL AND QUALIFICATIONS:

• At least 15 years overall experience with at least 7 years in leadership capacity (managers/sr. managers as direct reports) (BPO or nonBPO)
• Well rounded in all WFM aspects (RTA Forecasting Scheduling Capacity Planning)
• For Forecasting Scheduling Capacity Planning must be able to do it manually AND with a tool and create from scratch as well Good to have

Remote Work :

No