Job Vacancy McKinley, Metro Manila Position Workforce Management Supervisor at Harte Hanks

Harte Hanks is thrilled to announce job openings for the position of Workforce Management Supervisor in the McKinley area. We are currently offering Full-time opportunities.

We are seeking candidates with excellent skills and a minimum of beginners/seniors in the field. In addition, we value honesty, discipline, and a strong sense of responsibility in our workforce.

At Harte Hanks, we operate in the (according to the company) industry. If you are intrigued by our company and wish to pursue this exciting opportunity, we encourage you to apply directly.

Don't miss out on the chance to be part of our dynamic team. Submit your application today and take the first step towards a rewarding career with Harte Hanks.

Job Information

Job Description

Position Summary:

The Workforce Supervisor will be responsible for the daily operational oversight of a workforce management team typically consisting of Real Time Analysts and Workforce administrators.

• WFM Supervisor will ensure that resources are managed efficiently and effectively to optimize the use of resources to achieve performance targets. It involves the function of Forecasting, Resource Planning, Scheduling, etc.
• Direct the work of the workforce management team to meet set service level goals
• Primarily responsible for forecasting workloads, forecasting resources required to process workloads, scheduling resources, managing real-time adjustments to resources, and generation of reporting and analysis required to manage these processes efficiently
• Work with business leadership to coordinate processes to meet the operational and strategic needs of the business, to advise on potential opportunities or hazards that affect the business’ ability to meet strategic goals, and to solicit feedback that influence the operations of workforce management
• Responsible for directing the work of secondary responsibilities that are unique to individual business units.
• Intradiem Management.

Required Experience, Skills & Education:

• Minimum 1-year previous leadership experience in a high-volume contact center while possessing the ability to handle multiple priorities and projects simultaneously
• Minimum 1-year previous leadership experience in a high-volume contact center while possessing the ability to handle multiple priorities and projects simultaneously
• Strong analytical skills required, including an extensive understanding of how to interpret department business needs and translating them into application and operational requirements
• Strong business acumen, leadership skills and practical system experience (Avaya/CMS and Workforce)
• Basic knowledge of Business Planning, Corporate Planning and/or Manpower Scheduling preferred
• Possess excellent verbal and written communication skills and the ability to interact professionally with a diverse group including executives, managers, supervisors, subject matter experts, and application users
• Proficiency with MS Office applications (I.e., MS Word, Excel) as well as call-specific software and applications (Baleen, IEX, CentreVu)
• Ability to provide leadership and direction and support for a 7 day a week operation
• Competency in developing effective solutions to diverse and complex business opportunities
• Bachelor’s/College Degree, Post Graduate Diploma / master’s degree, Professional License (Passed Board/Bar/Professional License Exam), Post Graduate Diploma / Master’s Degree, any field

Job Types: Full-time, Permanent

Benefits:

• Employee discount
• Opportunities for promotion
• Paid training

Work Location: In person

Requirements

• Physically and Mentally Healthy
• Minimum Age of 18 Years
• No Criminal Record
• Experience in the Related Field (Preferred)
• Good Communication Skills
• Minimum Education of High School Diploma
• Able to Work in a Team
• Able to Work Under Pressure
• Willing to Be Placed in the Designated Work Location

Company Address