[Fusion BPO Services]

Tirane

Tipi

1. me orar te plote

Fusha | Profili i punes

1. Menaxhim Biznesi

Gjuha

1. anglisht

Eksperienca

vetem me eksperience

About Fusion BPO
Fusion BPO is a premier Business Process Outsourcing company with 5000+ employees across the globe. We have been in the outsourcing and right shoring business for 14+ years. With a strong global workforce and 15 delivery locations spanning across India, Philippines, USA, Canada, UK, Europe and Central America, Fusion BPO provides services to marquee clients across the globe.
We are a NASSCOM member and have PCI DSS v3.2 and ISO/IEC 27001:2013, HIPAA and other accreditations for our business, security and operational performance.
Position: WFM Manager
Location: Tirana, Albania
Language Skills: English and any other European language
Job Description:

• Execute on key processes such as forecasting, scheduling, and intra-day management to optimize operations and enable strategic and tactical.
• Maintain workforce and capacity planning processes to optimize short/mid/long term staffing plan.
• Responsible for the deployment of short or long-term volume/staffing forecasting models.
• Gather and maintain historical data, developing statistical models and producing volume/staffing forecasts to determine required resources to meet cost and service level targets.
• Implement automation or procedural changes to increase productivity, accuracy and improve workflow.
• Collaborate with third party vendor and Central WFM Department to troubleshoot and resolve Workforce Management software problems.
• Consistent exercise of independent judgment and discretion in matters of significance.
• Act as a resource for all team members.
• Manage and delegate workflow to meet deadlines.
• Provide role modeling, leadership, coaching and mentoring for team members.
• Maintain performance tracking and attendance for all employees of the call center to include PTO request and approvals, leave of absences.
• Meet all deadlines for reports and various deliverables to Operations.
• Communicate with Operations leadership, actively and appropriately respond to requests and seek input from operational areas on the workforce management projects and role.
• Continually seek opportunities to increase efficiency and productivity and to enhance performance of the Workforce Management team.
• Identify and communicate areas of opportunity for improvements within Operations and Workforce Management as it relates to improving metrics and meeting Service Level Agreements (SLAs).
• Monitor and react to fluctuations in call volume as they occur to restore service levels as quickly as possible.
• Assist with Ticketing System issues, processes and scheduling for Supervisor coverage at the Ticket Office.
• Perform other duties assigned by leadership.

Desired Experience and Skill:
:

• Bachelor’s Degree or equivalent combination of education, training, and experience
• At least five (1) year of experience in workforce management or similar role.
• Experience as a senior or lead in workforce is required

Preferred:

• Previous experience working in a similar resort or call center setting.

KNOWLEDGE/SKILLS/ABILITIES: .

Must have a working knowledge of Microsoft Office applications

• Virent or other call center workforce management platform
• Ability to effectively communicate in English, in both oral and written forms
• Interpersonal skills to deal effectively with all business contacts

Interested candidates are invited to send their CV in English (Only European CV accepted) in the e-mail address indicated below, specifying the position applied for:
albania.hiring@fusionbposervices.com