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Workforce Manager

Req ID#:  192899

Puerto Princesa, PH

Management

About the job

This is a role for our site located in Baguio City.

Learn, Lead & Grow with the Sitel Barkada

We believe experiences are everything, and that happy associates are successful ones. That’s why we give our people the tools and the freedom to learn, grow, have fun and be themselves.

 

  • GROW AS YOU GO. We invest in you, with internal programs, training and initiatives to develop your skills and help you reach your goals. We promote from within. We provide you with the tools, skills and resources to develop, both professionally and personally. You choose where you want to go; we help you get there.
  • BE BOLD, BE YOU. #SitelLife represents our commitment to our people -to YOU. It's about coming exactly as you are. We empower everyone to live their truth, be themselves and use their voice -and we give them a platform to do so.
  • WORK TOGETHER TO MAKE AN IMPACT. We strive to make the world a better place and empower others to do the same. We are mission-driven -and we leverage the power of our people to make a positive impact in the communities in which we live and work.
  • GAIN STABILITY, EXPAND POSSIBILITIES. We celebrate successes and reward our people for the hard work they do every day. We offer benefits to keep you healthy and happy, such as paid time off and referral bonuses. Plus, fun perks like employee discounts.
  • MAXIMIZE YOUR EXPERIENCE. We value open, honest and constructive conversation. We encourage you to speak up -and we listen when you do. Through MAX, our global community, we leverage our people's innovative ideas, experiences and feedback to shape and drive the future of Sitel Group.

 

About Sitel Group®

 

As a global leader in end-to-end customer experience (CX) products and solutions, Sitel Group® partners with the world’s best-loved brands, from Fortune 500 companies to local startups, to design, build and deliver a competitive edge across all customer touchpoints. With our award-winning culture built on 35+ years of industry-leading experience and commitment to improving the employee experience, we improve business results by pairing innovative design thinking and digital solutions – including self-service, artificial intelligence (AI), automation, and data-driven analytics – with the expertise, emotion, and empathy of our people to Create Connection. Value Conversation.

 

To learn more, visit philippines.sitel.com or join the conversation on TwitterFacebook, and LinkedIn.

 

Role Responsibilities:

  • Directly interact with Supervisors and Agents to make adjustments to schedules and activities in real time focusing on maximizing the windows of availability.
  • Partner with Operations and Scheduler to make recommendations in the planning of future activities.
  • Enter, maintain, and manage associate’s schedules in IEX/BP/InContact or any other client provided tool.
  • Driving efficiency and proper utilization of Shrinkage– PTO, VTO, Absenteeism, Breaks, Lunches, etc.
  • Consolidate information gathered from interactions with Supervisors and Agents, listening to phone calls, and in some cases handling phone calls, to report trends or issues impacting Volume, Average Handle Time, or inability to handle customer’s concerns.
  • In some cases, provide support maintaining rosters and generate reports as required.
  • Follow the guidance of the Workforce Coordinator or Workforce Manager to support the business.

 

Skills/Knowledge/Qualifications:


Strong contact center or BPO industry knowledge

  • Must be fast-paced multi-skilled & multi-site environments.
  • Excellent analytical skills
  • Excellent written and verbal communication skills
  • Ability to build and leverage relationships with stakeholders
  • Project management experience an advantage

 

Education:

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

 

Experience Target:

  • At least 5 years experience in BPO Workforce Management
  • 2 Years of experience in people management

 

 

We are excited for you to join our Sitel Barkada!

 

https://career4.successfactors.com/sfcareer/jobreqcareer?jobId=166172&company=SitelPROD

 

Click on “APPLY NOW!” and it will take you directly to Sitel’s registration portal to start the automated application processes. Please make sure you are ready to proceed and that you are at a location conducive for assessments. Kindly take the time to complete the process to ensure higher chances of acceptance. Good luck!

 

In case the link fails to take you to the Sitel page, please copy the url below and start your application through the Sitel portal using your browser.

https://philippines.sitel.com/sitel-barkada-li/

Workforce Manager

Get to Know Us

We are Sitel. Our 80,000 people across the globe connect many of the world’s best-known brands with their customers – 3.5 million times every day. As a global leader in customer experience (CX) management, we deliver experiences through voice, chat, social media and for 400+ clients, from Fortune 500 companies to startups.

Job Snapshot

Employment type
• Full-Time

Locations
• Pasig
• Quezon City
• Mandaluyong
• Tarlac
• Baguio
• Palawan

Compensation and Benefits

Well done
• Competitive compensation package
• Performance incentive plans
• Rewards and recognition programs

Get well
• Coverage for Same Gender Partners and Domestic & Common-law Partners
• HIV/AIDS coverage
• Voluntary enrollment of over-aged dependents
• Mental Health coverage
• Solo parents can enroll both parents and children
• Unlimited formulary medicine and medicine reimbursement
• Optical and dental coverage
• Bereavement assistance

Well-being
• Salary loans from our partner financial institutions
• Sitel Perks associate discount program
• Sitel Fit program
• State of the art site facilities
• MAX (My Associate Experience)

Well-rounded
• Track training programs
• Access to My Academy and Empower Center
• My Associate Experience Learn Program


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