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 cross-geography 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 non-BPO)
• 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