-
manager, workforce
1 araw ang nakalipas
Qualfon Cebu City, PilipinasJob Summary · Main objectives and functions: · 1. Real- Time operational status / performance for all Qualfon Sites. · ○ Reviews client's half –hour staffing report · ○ Ensures optimal staffing is in place to meet the client service level agreements on real-time. · ○ Conducts and ...
-
Workforce Management Analyst
2 araw ang nakalipas
Smartsourcing Philippines, Central Visayas, Pilipinas Buong orasHi We're Smartsourcing, looking for Workforce Management (Roster Setters) who can work with us full-time and on-site · This role calls for you to work from 2:30 AM - 11:30 AM PHT; or 11:30 AM - 8:30 PM PHT. · Where???? Crown 7 Business Centre, Pope John Paul II Ave, Cebu City, Ce ...
-
Workforce Management Analyst
2 araw ang nakalipas
Smartsourcing Philippines, Central Visayas, Pilipinas Buong orasHi We're Smartsourcing, looking for Workforce Management (Roster Setters) who can work with us full-time and on-site · This role calls for you to work from 2:30 AM - 11:30 AM PHT; or 11:30 AM - 8:30 PM PHT. · Where???? Crown 7 Business Centre, Pope John Paul II Ave, Cebu City, Ce ...
-
2024 Workforce Management GVPAL
1 linggo ang nakalipas
Concentrix CEBU, Pilipinas Buong orasJob Title: · 2024 Workforce Management GVPALJob Description · Location: · PHL Mandaluyong City - MegamallLanguage Requirements: · Time Type: · If you are a California resident, by submitting your information, you acknowledge that you have read and have access to the Job Applicant ...
-
HR Director
2 araw ang nakalipas
Sysgen RPO Inc Cebu City, Pilipinas Buong orasHave at least 12 years of work experience in all aspects of Human Resources, with at least 5 years in a senior management position in a fast-paced dynamic people environment, such as retail · Has experience in handling more than 10,000 employees · Proven experience developing, ...
-
HR Director
2 araw ang nakalipas
Sysgen RPO Inc Cebu City, Pilipinas Buong orasThe HR Director is an exempt level position, a key decision maker at the company who works with the executive team to discuss business objectives and relates them to Human Resource Strategic Plans and Programs. She/He develops, executes and follows through on focused programs and ...
-
Human Resource Business Partner
2 araw ang nakalipas
MICHAEL PAGE INTERNATIONAL RECRUITMENT (PHILIPPINES) INC. Philippines, Cebu City, Pilipinas Buong orasLead HR activities and make a strategic impact within a dynamic organization · Chance to work in a values-driven environment that emphasizes innovation · About Our Client · The company specializes in empowering the workforce through digital Skills Passports, granting individuals ...
-
IT Director
2 araw ang nakalipas
Sysgen RPO Inc Cebu City, Pilipinas Buong orasThe ITDS Director has complete ownership of the establishment and execution of the Information Technology and Data Services Division's strategies and ensures its integration with the enterprise's business strategy and the delivery of all information and operational technology cap ...
-
Engineering Manager
2 araw ang nakalipas
Hawodtechsolutions Central Visayas, Cebu City, Pilipinas Buong orasJob Description: · As an Engineering Manager you will be responsible for the success of software engineering teams. You will build, manage, and organize our team in Cebu, working with the U.S. teams to successfully execute projects to improve and expand the Boundless product lin ...
-
Training and Delivery Consultant
2 araw ang nakalipas
Verizon Philippines, Cebu City, Pilipinas Buong orasWhen you join Verizon · Verizon is one of the world's leading providers of technology and communications services, transforming the way we connect around the world. We're a human network that reaches across the globe and works behind the scenes. We anticipate, lead, and believe t ...
-
Human Resource Business Partner
5 araw ang nakalipas
Open Look Business Solutions Inc Cebu City, PilipinasResponsibilities: · Provide strategic support to employees and client by focusing on the workforce · Upskill employees by identifying training needs and offering programs aligned with business objectives in partnership with Onboarding and L&D team · Regularly review workforce pla ...
-
Training and Delivery Consultant
1 linggo ang nakalipas
Verizon Cebu City, Pilipinas Buong orasWhen you join Verizon · Verizon is one of the world's leading providers of technology and communications services, transforming the way we connect around the world. We're a human network that reaches across the globe and works behind the scenes. We anticipate, lead, and believe t ...
-
Field Capability Building Specialist
2 araw ang nakalipas
Hindustan Unilever Mandaue City, Philippines, Pilipinas Buong orasJob Description · The Field Capability Building Specialist (FCBS) for Cebu serves as the person within the Customer Development department who will fast track the Hapi Dealership program by executing the above mentioned strategy in his/her assigned area. · The strategy will take ...
-
People Experience Partner
2 araw ang nakalipas
Boldr Eastern Visayas, Philippines, Pilipinas Buong orasWhat Is Your Role · As the HR Business Partner, you will manage the day-to-day HR Operations of your assigned Clients. You will manage the administration of the human resources practices, procedures, and programs. You originate and lead HR practices and objectives that will provi ...
-
IT Manager
2 araw ang nakalipas
Fusion CX Central Visayas, Philippines, Pilipinas Buong orasCompany Description · Fusion CX is a rapidly growing provider of Business Process Management and Global customer experience management solutions. With a global workforce of over 14,000 professionals from diverse educational and ethnic backgrounds, we offer omnichannel consumer en ...
-
CRM & Data Administrator
2 araw ang nakalipas
MyPass Global Philippines, Central Visayas, Pilipinas Buong orasMyPass Global is on a mission to empower safe, agile & connected communities. Our vision is to become the industry standard platform of record for workforce management and credentialing. Our vision transcends just one industry or geography, it speaks to building a global workforc ...
-
Recruitment Associate
2 araw ang nakalipas
Staffhouse International Resources Philippines, Central Visayas, Pilipinas Buong orasA 100% Filipino-owned corporation, Staffhouse International Resources has been recruiting top-level professionals since its inception in 1999. Within a mere few years, Staffhouse has become an industry leader, gaining the trust of both workforce candidates and the world's biggest ...
-
Case Production Specialist II
2 araw ang nakalipas
Boundless Immigration Philippines, Central Visayas, Pilipinas Buong orasFunctionality: CSO, Business; Case Production · At Boundless | RapidVisa Phils. Inc. · Cebu, Philippines · About Boundless Immigration · Weâre a team of immigrants and experts who have struggled with our own journeys through the complex, high-stakes U.S. immigration system. That ...
-
Key Accounts Officer
1 linggo ang nakalipas
MyPass Global Central Visayas, PilipinasMyPass Global is on a mission to empower safe, agile & connected communities. Our vision is to become the industry standard platform of record for workforce management and credentialing. Our vision transcends just one industry or geography, it speaks to building a global workforc ...
-
sr. quality assurance manager
2 araw ang nakalipas
RSD Human Resource Management Consultancy Philippines, Central Visayas, Pilipinas Buong orasJOB SUMMARY: · The Sr. Quality Assurance Manager has to actively manage, lead, innovate, motivate, and develop a team of Quality Analysts. The role involves developing systems, processes, and team members to achieve superior levels of service. · JOB DUTIES & RESPONSIBILITIES: · T ...
manager, workforce - Philippines, Cebu City, Pilipinas - Qualfon Philippines, Inc.
Paglalarawan
Job Summary
Main objectives and functions:
1. Real- Time operational status / performance for all Qualfon Sites.
Reviews client's half -hour staffing report
Ensures optimal staffing is in place to meet the client service level agreements on real-time.
Conducts and monitors staffing with all the centers randomly.
2. Agent Schedules for the Group Accounts
Ensures the availability of 14 day rolling schedules.
Essential business owner need per skill group.
Reviews the work pattern assignment
Ensuresschedule/distribute work for call center.
Works with the client business owners, operations managers and workforce analysts globally in establishing the 2 week rolling schedules.
3.Resolutions for scheduling conflicts and / or special scheduling requests.
Simulates the hours that will be generated with the given schedules and get the total hours loss.
Prepares another shift distribution that would be best fitted for the center affected.
Recommendsschedule changes.
4. Verification of the published Verint Impact against the Call Center Roster to address
Establishes an efficient scheduling process that is both beneficial to the centers andclient.
Creates alternative solutions, processes and or schedules whenever the Verint isnot working.
5. Total staffed hour accountability for billing purposes.
Works with the analysts in staffing analysis based on actual half-hour interval headcount versus the hours generated from the Avaya CMS.
Reviews the comparison of the login/logout report from the Avaya CMS generated hours versus the total staffed hours from the Avaya CMS.
6. Overtime approval of a particular shift.
Simulates the hours that will be generated with the given schedules and get the total hours loss.
Recommends a number of headcount and a number of overtime hours may be required to hit the FTE required from the client, based on the intra-week FTE.
7. Sites capacity status report
Prepares bi-weekly capacity reports detailing seat capacity.
Checks the total active agents
Checks center's seat capacity
Considers the shrinkage: absenteeism, leaves, and requests days-off.
Recommends facility utilization to Account Directors and Global Solutions Director.
8. Historical reports reviews & analysis of the sites.
Performs data management
o Analyze
o Interpret
Reviews the agent monthly scorecard and performance bonus of the agents.
Reviews the weekly client's scorecard and provide recommendations to the operations managers to meet the goals of the client.
9. Teamwork with internal web developers to build workforce management tool enhancements and projects.
Interprets the required tool from the senior account manager with the current practices to the web developers.
Develops the outline of the workforce and reporting, scorecard modules.
Supports the implementation of the tool developed to enhance workforce management processes.
10. Forecasting
Interprets and tabulates statistical information from client to project staffing requirements for new and existing business projects.
Calculates staffing requirement from the client's given statistics AHT, ASA, SLA, Occupancy and utilization.
Calculates the maximum call volume on a given headcount.
Provides the simulated schedules given the needs of the client.
Area of expertise (Skills)
Bachelor's Degree in either Statistics, Mathematics or Engineering
Other Skills and Experiences (Min)
4 to 5 years related work experience in the Call Center industry or related field, with at least 2 years experience in a supervisory capacity
Queuing Theory Knowledge
