Job Description

• Forecasting, Scheduling and Real Time Analysis of productivity to ensure that goals are met or exceeded
• Understand all aspects of staffing and capacity management for all sites directly responsible
• Organize and create methods of communication, policies, and procedures that work in collaboration with Operations, Training and Quality, Information Technology, and Human Resources at all levels
• Provide clear and concise reporting of team, skill, and center statistics such as service level, occupancy, interval adherence, and absenteeism at determined frequencies
• Make recommendations to implement improved processes
• Responsible for respective department's overall performance and for motivating team to exceed department goals and objectives
• Knowledge, understanding, and compliance with company policies and procedures
• Accountable for all decisions, actions, and directives made to his/her team
• Responsible for progressive discipline with regards to attendance, performance and all aspects of company policy up to and including termination
• Follow up in a timely manner to ensure customer satisfaction
• Provide feedback to management concerning possible problems or areas of improvement
• Perform other duties as assigned by management

Experience:

• 2-3 years experience in capacity planning, client interaction, forecasting, workforce analyst
• Telco experience in a BPO industry is required
• Good communication skills
• Amenable to work full time ( Ortigas, Pasig )