National Capital Region Jobs Wfm Team Leader | Exl Moa Position at EXL Service Philippines, Inc.
- Job vacancies posted on: 11 months ago
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Our company, EXL Service Philippines, Inc. are currently hiring for interested candidates to join and to be a part of our company as wfm team leader | exl moa with a full time work system, which domiciled in National Capital Reg and surrounding areas. As a professiona company, the minimum criteria we need for candidates interested is Bachelor's/College Degree, Post Graduate Diploma/Master's Degree & PhD which experienced in Services & Customer Service.
Candidates who uphold honesty and discipline are a must for our company.
The competitive net salary we can offer is start from ₱16,000 to a maximum of ₱38,000, depending on the capability of the candidate and can be discussed with the HRD of our company.
Job Info
| Company | EXL Service Philippines, Inc. |
| Position | Wfm Team Leader | Exl Moa |
| Region | National Capital Region |
| Career Level | Supervisor/5 Years & Up Experienced Employee |
| Work Experience | 3 years |
| Qualification | Bachelor's/College Degree, PhD, Post Graduate Diploma/Master's Degree |
| Type of Work | Full-Time |
| Minimum Salary | PHP 16.000 |
| Maximum Salary | PHP 38.000 |
Basic Functions
- Generates month-wise, day-wise and interval-wise forecast incorporating historical trends and other factors such as special events, seasonality, chum or growth, weather etc.
- Runs short term forecast and re-forecast/adjust future volume projections as needed to ensure optimum staffing at all times
- Creates, maintains and updates the Capacity plan and ensures that staffing requirements, seat requirements and logistics are being delivered while balancing cost and performance
- Generates/reviews schedules accordingly to meet the business requirements enabling superior customer service
- Provides leadership and supervision to a highly engaged and self-sufficient team of WFMs, ensuring that all SLAs are met across accounts
- Drives high client satisfaction by managing service levels situations and providing staffing, scheduling and Real-Time Adherence solutions
- Protects the organization’s assets thru upholding the principles of the Quality Information Security Management System
Essential Functions
- Reviews and amends the long term and short term forecasts, schedules, and reports while ensuring accuracy and timelines of delivery
- Ensures workforce management process and procedures are in place and followed
- Conducts performance appraisals of direct reports periodically
- Monitors daily, weekly, monthly and the annual center performance and alerts management of any discrepancies or issues around it
- Supports analysis of trending to adjust future planning
- Monitors daily performance of forecasts and schedules against actual metrics within the center and applies changes to future plans
- Plans, directs, supervises, and evaluates forecasting and scheduling workflow.
- Assists in the implementation of a Workforce Management System within the organization to enable effective management of shifts and work patterns
- Performs routine audits of call center reports to ensure accuracy and integrity is maintained
- Ensures confidentiality, integrity, and availability of information critical to fulfilling the organizations business functions
- Able to analyze call center trends, including call volume, call patterns, staff productivity, attrition rates, and resource allocation
- Proactively collaborates with other departments to identify opportunities for improvement and provides input on performance
- Ensures regular coaching, feedback and recognition is being done with the direct reports
Required Technical Skills
- IEX (Advanced)
- CMS Ayava (Advance)
- Erlang (Advanced)
- Microsoft Office (Advanced)
Requirements
- Candidate must possess at least a Bachelor’s/College Degree
- 3 years minimum experience in Workforce Management
- Excellent skills in forecasting, scheduling and real-time time management a must
- Strong organizational skills to ensure critical timelines are met
- Accuracy and attention to details a must in this role
- Strong presentation skills
- Detail oriented with ability to deliver project deliverables with little supervision
- Excellent written, verbal and e-mail skills, with the ability to interface effectively with individuals at various levels
- Ability to effectively prioritize workload in a fast paced, real-time and frequently changing environment while remaining detailed and organized
- Demonstrate analytical, organizational, problem solving and creative thinking skills
- Respond positively to change, embracing and using new practices or values to accomplish goals and solve problems
- Flexible and willing to work in shift schedules and during weekends
Office/Company Address
| Country | Philippines |
| Region | National Capital Region |
| Address | Exlservice Philippines, Inc, 6th Floor, OneE-com Center, Harbor Drive, Mall of Asia Complex 1308, Pasay, 3001 Metro Manila, Philippines |
| Map | Google Map |
Benefit
- Get work experience
- Bonus for overtime
- Be taught first
- Good work environment
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Company Description
EXL Service (Nasdaq:EXLS) is a recognized business solutions provider. EXL's service offerings are aligned to provide a competitive edge to its clients by transforming and outsourcing business processes. While outsourcing involves providing a full spectrum of business process services from offshore delivery centres that require ongoing process management skills, transformation services enable continuous improvement of client processes by bringing together EXL's capabilities in reengineering including six sigma process improvement, research & analytics, and risk advisory services.
Visit our Recruitment Offices:
MANILA
- 6/F One E-Com Center, Mall of Asia Complex, Pasay, Metro Manila
ALABANG
- 9/F Plaza E Building, Northgate Cyberzone, Filinvest Alabang, Muntinlupa City
CEBU
- 10/F 2Quad Building, Cardinal Rosales Avenue, Cebu Business Park, Cebu City
Choose to be Social:
Facebook: facebook.com/exlphilippines
Twitter: @exlphilippines
Instagram: @exlphilippines
LinkedIn: EXL Philippines
Company Info
- Industry: Call Center/IT-Enabled Services/BPO
- Company Size: 2001 - 5000 Employees
- Average Processing Time: 14 days
- Benefits & Others: Dental, Miscellaneous allowance, Medical, Sports (e.g. Gym), Corporate, Business Casual, Graveyard, Nighshift
