This offer job is expired.

ORMM & WFO Head (Senior Director)

I2S BusinessSolutions Inc. - Expires on Aug 07, 2013
  • Country
  • Location
  • Job Type
  • Experience
  • Eligibility
  • Philippines
  • Luzon - National Capital Region (NCR)
  • Permanent - Full Time
  • 10+ years
  • Expat and local
Human Resources
Job Category
Not specified

Job Description

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

Core Competencies:

  • 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

Management Competencies:

  • Good with people 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

Functional Competencies:

  • Strong mathematical, analytical, communication, and organization skills

  • Must possess very strong analytical skills.

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

  • Must possess excellent written and verbal communication skills.

  • Ability to troubleshoot technical/application issues

  • Prior experience with Verint Enterprise WFO tools strongly preferred

  • Experience in working in a helpdesk or case management role

  • Experience in application design and configuration strongly preferred.

Job Requirements

  • Candidate must possess at least a Bachelor's/College Degree , Post Graduate Diploma / Master's Degree, Business Studies/Administration/Management or equivalent.

  • At least 10 year(s) of working experience in the related field is required for this position.

  • Applicants must be willing to work in Madrigal Business Park.

  • Preferably CEO/SVP/AVP/VP/Directors specializing in Training & Development or equivalent.

  • Full-Time position(s) available.

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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