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Workforce Services Manager

Keywords / Skills : Workforce Manager, Workforce Management

10 - 10 years
Posted: 2019-08-19

Customer Service/Call Centre/BPO
Operations Manager
Posted On
19th Aug 2019
Job Ref code
Job Description
Our client, one of the biggest multi-national BPO/IT Company in the Philippines and worldwide is looking for Workforce Services Manager.

Job Responsibilities:
  • Overall management of the WFM cost structure and budget
  • To support the Command Center leads for sales and RFP responses & responsible for supporting the sales process by assisting with development of sales material, quotes, demos and tours
  • Responsible for looking for opportunities to expand the WFM service offering into additional contracts
  • Responsible for delivery on all contracts
  • Focus on driving down cost to serve and looking for opportunities to expand the shared services model
  • Drive industrialization of BST across all contracts
  • Increase automation, standardization and off-shoring strategy for WFM
  • Provide direction to WFM team on cost to serve initiatives
  • Responsible for driving operational maturity across all WFM groups
  • Responsible for any cross-geography status or functional reporting for WFM
  • Drives innovation between all WFM groups
  • Accountable for keeping the Standard Delivery Solution updated
Skills and Qualifications:

  • Bachelor’s Degree in any field, preferably in Mathematics, Statistics, Computer Science, Information Technology or other related course
  • 10 years experience in managing workforce operations with client and/or senior management interaction
  • Expertise in capacity planning, forecasting, real-time management, reporting and scheduling are required
  • Proficient in workforce management-related tools
  • Good organizational, project management and presentation skills
  • Excellent analytic and mathematical skills with ability to work with large amounts of data to identify trends and patterns.
  • Metrics & Reporting - Proficient
  • Operational Excellence - Proficient
  • Operations Management - Proficient
  • Problem-Solving & Escalation Management - Proficient
  • Service Quality Management - Proficient
  • Team Management – Proficient
  •     End to End WFM Functions - Proficient

About Company

Quess Corp. Ltd., the leading global business services provider firm, was established in 2007. Headquartered in Bengaluru, the company has a pan-India presence with 65 offices across 34 cities along with overseas footprint in North America, the Middle East and South East Asia. It serves over 1700+ customers across 5 segments namely Industrials, Facility Management, People Services, Technology Solutions and Internet Business. Quess Corp Limited offers an expansive and an impressive set of services across the APAC region with its presence in Malaysia, Sri-Lanka, Philippines, Singapore and Vietnam. We are a step-down subsidiary of USD 44+ Billion (as of 30th Sept 2016), multinational, Fairfax Financial Holdings Group; held through its Indian listed subsidiary, Thomas Cook India Limited. We are committed to providing a world-class customer experience while continuously working towards creating better lives. Superior services and technology solutions have enabled us to achieve market leadership in many of the businesses service lines. Read more here
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