We’re an award-winning global outsourcer providing contact center and back office services on behalf of our global clients. Come work at a place where innovation and teamwork come together to support the most exciting missions in the world! Tasks for the day include, but are not limited to, the following:  Manage a team of Real Time Analysts, Reports Analysts, Capacity and Resource Planning across single or multiple sites   Analyse past volume and staffing patterns and implement actions required based on the forecast provided by the client to ensure service goals are met   Conduct analysis and recommend solutions to real time performance issues with the operational business units   Validate forecasting and staff planning and work with Account Managers and clients   Interface with Account Managers/Operations Directors as needed for escalation of service impacting issues   Manage the staff schedules and responsibilities of Workforce Management team.   Responsible for performance appraisals of all direct reports   Establishes performance objectives for direct reports   Coach and develop a high performance team through organizational leadership   Demonstrate sound judgment and fairness when administering policies and procedures   Ensure team accurately tracks and manages contact centre schedule adherence.   Monitor absenteeism levels and work with Operations Team on attendance management initiatives   Prepare daily/weekly/monthly reports and distribute to the Management team   Manage staffing ratios and seat utilization/optimization to ensure contact centre goals are met   Build effective working relationships with internal departments   Work with Senior Management team on initiatives to support new business growth and overall operations   Assist with special projects and other duties as assigned   Management of Genesys system Join the A-Team and experience the A-Life! Acquire Intelligence is an award-winning, global business outsourcer with 10,000 staff and over 16-years’ experience in delivering intelligent contact center and back-office functions for global businesses across many industries including telecommunications, banking and financial services, insurance, media, education and retail. We're an entrepreneurial business that is highly experienced in working with our partners to solve real-life problems quickly. A genuine partnership approach is at the heart of we do. Our teams are highly proficient in exceeding expectations, especially in situations where in-house teams may be typically challenged with the business processes of “big business.” We have Class A offices in 14 locations across Australia, the Dominican Republic, the Philippines and the United States, as well as comprehensive Work-from-Home environments, where client-permitted. We're recognized as being Safe, Flexible and Innovative, giving our clients the capability to Outsource with confidence. As a dynamic organization with the ability to take your career to the next level, we're looking for strong candidates with BPO experience to join our growing team. We value our employees highly and, as such, offer excellent career development programs and competitive compensation and benefits packages. Acquire takes your privacy very seriously. The information collected through this site will only be processed with your prior consent and for the purpose of facilitating your employment opportunities. If you have provided consent and wish to withdraw it, you may click on the account settings and submit a request to delete your information. You may also inform us by writing to the address in the section on “Access Rights to Personal Data” or send us an email to [email protected]. Please refer to our Privacy Policy at https://acquire.ai/ph/privacy-policy/

Workforce Manager.

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