Key Qualifications: Amenable to work in shifting schedules. Amenable to work ONSITE in Alabang. Able to start ASAP

Education and Other Requirements: Minimum experience of 4 years with customer service and workforce in the BPO/BPM industry; Bachelors degree in any course; A minimum of 2 years in a leadership role. Must already have experience in a team leader role; Willingness to work in rotational shifts

General Knowledge & Skills: Demonstrates understanding of end to end real-time monitoring, forecasting, scheduling, and capacity planning; Technical functional knowledge – adept in adapting to changes in tools and processes – including ASPECT tool, IEX, Genesys, SAP and oracle; Experience in managing teams; Able to coach, mentor, motivate and interact with people

Job Responsibilities: Ensure that workforce is staffed optimally by creating forecast and staffing models; Monitor request queues on a real time basis and ensure adherence to the planned and prepared schedules based on volume forecast; Monitor SLAs and initiate contingency plans; Makes data-supported recommendations; Builds effective working relationships with internal and external clients/customers

Benefits: HMO for Employee and 2 Dependents (On Day 1); Quarterly performance bonus; Outstanding career development opportunities; 24 Leaves Annually