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MANAGER, WORKFORCE at Qualfon Philippines Incorporated
City of Georgetown, Demerara-Mahaica, Guyana -
Full Time

Start Date

Immediate

Expiry Date

04 Aug, 26

Salary

300000.0

Posted On

06 May, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

No

Skills

Workforce Planning, Staffing Projections, Scheduling, Service Level Analysis, Metrics Monitoring, Queuing Theory, Capacity Utilization Analysis, Statistical Analysis, Real-Time Management, Operational Performance Monitoring

Industry

Outsourcing and Offshoring Consulting

Description
Overview Ability to plan, lead, organize, and control the various Workforce processes such as staffing, projections, scheduling, service level analysis,metrics monitoring, etc., using various tools such as: Avaya, CMS, Verint, Blue Pumpkin, IEX, eWFM, Aspect, Impact 360, Basic Erlang B& C Distribution, Queuing Theory, Statistical tools like descriptive analysis, inferential analysis, Capacity utilization analysis. Responsibilities 1. Real- Time operational status / performance for all Qualfon Sites.○ Reviews client’s half –hour staffing report○ Ensures optimal staffing is in place to meet the client service level agreements on real-time.○ Conducts and monitors staffing with all the centers randomly.2. Agent Schedules for the Group Accounts○ Ensures the availability of 14 day rolling schedules.○ Essential business owner need per skill group.○ Reviews the work pattern assignment○ Ensures schedule/distribute work for call center.○ Works with the client business owners, operations managers and workforce analysts globally in establishing the 2 week rolling schedules Qualifications 4 to 5 years related work experience in the Call Center industry or related field, with at least 2 years experience in a supervisory capacityQueuing Theory Knowledge Pay Range GYD $138,462.00 - GYD $300,000.00 /Mo.

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Responsibilities
Lead and control workforce processes including staffing, scheduling, and service level analysis across multiple sites. Manage real-time operational performance and establish rolling schedules in coordination with global business owners.