Manager, Workforce Management

Job Listing No: 9740000

Manager, Workforce Management

TTEC – Mandaluyong City, Metro Manila – Workforce Management Manager Workforce Management (WFM) Managers supervise the operational and fiscal activities of the Workforce Management department. They ensure accuracy of billing processes and procedures for all clients within the site. WFM Managers identify and report on account profitability opportunities and recommend strategies to improve processes. They maintain focus on operational effectiveness of the center and ensure that client requirements, service levels, and expectations are met. WFM Managers are held accountable for schedule adherence, service level, and absenteeism. They forecast and prepare for call volume, as well as monitor and report on in chair occupancy, average call handle time and other components of the overall work flow. WFM Managers may be directly involved in preparing plans and meeting with prospective clients. They develop and lead WFM team. WFM Managers oversee all aspects of the delivery of workforce management. Work daily to improve processes and… – Permanent – Full-time

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