Sitel Ortigas – Workforce Manager

Workforce Manager
(National Capital Reg)

Responsibilities:

* Responsible for control of staffing, scheduling and budget performance for a specific account and/or all accounts on site
* Manage the demands of a high-volume inbound Call/Contact center including overseeing and actively participating in the scheduling and workforce management functions;
* Manage and coordinate a team responsible for forecasting, budgeting, scheduling and workforce management in a Call/Contact Center environment;
* Ensure the account is staffed according to projected needs on a daily basis;
* Coordinate vacation requests and communicate schedules to Call Center Supervisors;

Requirements:

* Expertise in managing demands of a high volume inbound call center, including forecasting and scheduling experience;
* Reactive, event-driven environment skills demonstrating success in a 24/7/365 frequently changing environment;
* Full understanding of call center metrics and quality

Sitel Ortigas
2nd Floor The Centerpoint Building
Julia Vargas Avenue cor. Garnet Road,
Ortigas Center, Pasig City 1600
Tel.: 860-0000
Fax: 634-5414

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