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Workforce Manager

Req ID#:  166172

Baguio City, PH, 2600

Workforce Manager

Corporate

ABOUT US

 

As caring for customers becomes the differentiator that drives consumer engagement and spend, Sitel is advancing its position as a world leader in outsourced customer experience innovation. With over 30 years of industry-leading experience, Sitel’s 75,100 passionate and talented associates support more than 400 clients in 48 languages from 146 facilities strategically located in 22 countries. Combining comprehensive customer care capabilities, leading omnichannel solutions and unparalleled expertise across industries, Sitel collaborates with some of the best known global brands to help consistently deliver outstanding customer experiences. Sitel is a subsidiary of Groupe Acticall. Visit www.sitel.com to learn more.

 

 

SUMMARY OF RESPONSIBILITIES

Ensure workforce management process and procedures are in place and followed by the site

Should have an experience on capacity management and will manage day to day capacity management (Seating, Support Ratio)

Project management experience an advantage

 

WORK EXPERIENCE

Four (4) years relevant experience


EDUCATION

Four-year college degree or equivalent combination of education and experience

 

KNOWLEDGE / SKILLS / ABILITIES

Interpersonal skills

Problem solving skills

Felicity with forecasting tools

Control charts – specially IMR

Skilled in use of Advance Excel Tools

Use of Erlang for staffing calcualtions

Skilled in use of What-if Analyses

Must understand the complexities of scheduling in multi-skill and multi-site environment

 

 

Workforce Manager


Job Segment: Manager, Project Manager, HR, Management, Technology, Human Resources, Customer Service

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