Senior Manager Workforce Management San Mateo

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Senior Manager, Workforce Management
Are you a leader who has vast experience within workforce management?
Are you a results oriented individual with strong leadership?
Do you have excellent reporting and analytical skills?
We have an exciting opportunity for a seasoned, strategic leader to be an integral part of our senior leadership team at Quantrics.
If you are a seasoned, strategic leader, you will want to read about our latest, greatest opportunity of Senior Manager, Workforce Management. Come be an integral part of our leadership team! We are seeking a disciplined, dynamic and results-oriented individual who has a strong Workforce Management background. Reporting to the Vice President of Workforce Management, the successful candidate will support and develop the Workforce Management Team, within the larger call center operation.
Specific Duties and Responsibilities
Directly support and develop a team of up to 8 Workforce Team Leaders
Provide leadership and direction for an organization of 1000 employees.
Review, recommend and implement new processes and procedures to enhance the efficiency and effectiveness of day to day operations
Effectively manage client expectations and relationships
Partner across the organization with operations and support groups to plan for and collectively ensure the success of the company.
Requirements:
Critical Competencies
Exceptional people leadership, communication and negotiation skills!
Strategic thinker, with strong tactical planning skills
Able to work under pressure, identify priorities and produce deliverables within tight timelines.
Strong attention to detail
Exceptional analytical, process management, and organizational skills
Conscientiousness – a highly organized individual who always closes the loop with the client and internal partners
In-depth understanding of the technology, terms and methodologies used in the BPO industry
Outgoing, positive and enjoys having fun!
Other Requirements:
Minimum of 10 years progressive WFM related work experience in the BPO/Call Center Industry
Minimum of 5 years work experience as Senior Manager with extensive experience managing multiple sites/segments and larger teams
Educational Attainment of Bachelors Degree is required
Able to adjust working hours as required to meet demands of supporting 24/7 call center operations and North American based client groups.
Ability to travel (
Experience with Avaya or Cisco ACDs and Nice IEX WFM software
Proven track record of successful interactions with Internal Operations and Clients from Executives to Agents
Salary:
Address:
Gen. A, SM City, Gen. Luna Ave, San Mateo, 1850 Rizal, Philippines

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