Workforce Manager

Alorica

Muntinlupa, Metro Manila

Essential Duties & Responsibilities
• Manage workforce personnel on executing workforce strategies based on client needs.
• Manage direct reports’ performance, coach/mentor new hires, and carry-out disciplinary actions, if needed.
• Act as liaison between operations and support teams to provide real time feedback and address any improvements or concerns effectively.
• Initiate process improvement plans to drive accuracy and accountability within workforce team.
• Oversee performance management effort at site level with focus on continuous improvement of AHT, ACW, schedule adherence, hold-time, talk-time, and lost hours.
• Ensure local databases are up to date and provide input on scheduling and skilling opportunities within the site.
• Facilitate communication between workforce team and operations team to maintain open communication between two groups.
• Manage workforce team to assist with staffing adjustments based on re-forecasted requirements.
• Communicate with all levels of site... More Detail

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