This offer job is expired.

BPO Director

I2S BusinessSolutions Inc. - Expires on Aug 11, 2013
  • Country
  • Location
  • Job Type
  • Experience
  • Eligibility
  • Philippines
  • Not specified
  • Permanent - Full Time
  • 8+ years
  • Expat and local
Job Category
Outsourcing / Offshoring
Not specified

Job Description

  • Process functionís in-depth analysis to enhance KPIs and productivity

  • Create KPIs for operating business segments by developing workload information and criticality for each operational position

  • Give professional advice on resources management

  • Ensure integrity of data and manage corporate reporting

  • Develop initiatives and activities that include optimization of resources and staff development to enhance productivity

  • Review of new workforce indicators such as educational level, demographics and other parameters of high performing employees and create profiles of future employees.

  • Participates in the action and strategic planning process that establishes annual objectives and goals for an organization

  • Leverage technology to efficiently optimize productivity

  • Coordinate with all stakeholders in the employee lifecycle

  • Create accountability for line managers to schedule according to business demands

  • Provide training, and regular reports to assist in managing the business units;

  • Develop training and SOPs for workforce management tools and system

  • Coordinate with IT and vendors for system enhancements to stay current with industry trends and best practice

  • Eliminate manual processes to ensure efficient workforce scheduling

Job Requirements

  • Candidate must possess at least a Bachelor's/College Degree , Computer Science/Information Technology or equivalent.

  • At least 8 year(s) of working experience in the related field is required for this position.

  • Applicants must be willing to work in Alabang Muntinlupa City.Technical / Professional Knowledge:

  • Must be highly proficient with Workforce Management and Measurements

  • Full understanding of Service Level Drivers and Metrics

  • Strong documentation and communication skills

  • Full understanding of Enterprise WFO methodology

  • Ability to define appropriate KPIs and Metrics

  • Works with other support teams in a cordial way

  • Answers technical question in a way that the user can understand

  • Ability to quantify and document issues, manage perception of root cause of issues

  • Technically adept with processing environment

  • Ability to work as an individual contributor or work in teams

  • Good with people Ė able to listen, handle and resolve team-related issues

  • Able to work with limited management direction

  • Risk-taker. Able to take decisions quickly without mastering all parameters

  • Resourceful and tenacious, able to remove obstacles along the project path

  • Attracted by tough challenges

  • Strong communication skills, relationship skills

  • Strong mathematical, analytical, communication, and organization skills

  • Must possess very strong analytical skills.

  • Must possess an in-depth understanding of call center metrics.

  • Willing to work in Alabang Muntinlupa City

About the recruitment agency

I2S BusinessSolutions Inc.

i2s business is structured on the platform of the global delivery model, leveraging offshore development centers and complemented by strong local management. This enables faster solutions delivery ...

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