OVERALL PURPOSE:
The Command Center Senior Manager is responsible for Overall Delivery of WFM Agent Performance and Reporting Functions.
RESPONSIBILITIES:
- Responsible for all crossgeography functional delivery for WFM AP and Reporting for all contracts
- Management of the Financial Cost recovery of all contracts
- To support all Sales Solutions and RFP responses by building/assisting development of Sales Quotes Demos and Tours
- Responsible for looking for opportunities to expand the Command Center service offering into additional contracts (existing and potential clients)
- Accountable for delivery on all contracts / SLAs / BOIs /SLA
- Accountable for key metrics on Cost to serve Automation Take out Agile and Client Innovation
OTHERS:
- Project Shift Schedule: Rotation Shift
- Project Rest Day: Rotation Off
- Project/Team Location: Mandaluyong Robinsons Cybergate Tower 2
SKILL AND QUALIFICATIONS:
- At least 15 years overall experience with at least 7 years in leadership capacity (managers/sr. managers as direct reports) (BPO or nonBPO)
- Well rounded in all WFM aspects (RTA Forecasting Scheduling Capacity Planning)
- For Forecasting Scheduling Capacity Planning must be able to do it manually AND with a tool and create from scratch as well Good to have
Remote Work :
No