Group Manager – WF

CAMPAIGN: Insurance

SALARY: 80-100K range

LOCATION: ALABANG

WORK SET-UP: ONSITE

QUALIFICATIONS:

• Hands on experience in Forecasting, Planning, Scheduling Able to work on MS-Office Excel, Word & PPTs Has worked on at-least one WFM tool like IEX, Aspect, Blue-Pumpkin etc.
• Exposure to at least one of the Voice ACD tools like Avaya CMS, Nortel, Genesys, etc.
• Excellent verbal & written communication & presentation skills Good Interpersonal & people management skills with problem solving approach.
• Aware about COPC Certifications/Audits.
• Hands on experience in Invoicing.
• Aware of Quality tool LEAN, Six-Sigma.
• Preferably Lean and Green belt certified.
• Demonstrate Customer Service Skills

EXPERIENCE: 5-7 year and Above.

EDUCATIONAL QUALIFICATION: Any Graduate/Post Graduate

JOB DESCRIPTION:

• Responsible for managing team or can be an Individual Contributor Role.
• Ensure accuracy and timeliness of deliverables for the respective Vertical/Accounts aligned.
• Assist Operations and Client in Forecasting & Capacity Planning needs. Resolving First-level escalations & assess customers needs Motivating Team through effective management, career development.
• Analysis of reports including process dashboards & initiate appropriate action plans.
• Supporting the Ops/Stake holders on internal and client calls, ensuring value-added inputs are shared.
• Ensure effective planning of Volumes, Resources (Capacity planning and staffing. Maintains customer-oriented approach and focus on key deliverable areas.

Qualified Candidates should send CV to [email protected]