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WorldRemit // digital money transfer service
Cebu    Posted: Wednesday, July 10, 2019
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  • Manage & develop the Global WFM team, ensuring the correct skills are present within the team in order to support the operation success of the WorldRemit Contact Centres & optimum costs.
  • Establish strategic plans & the business performance for WorldRemit CS
  • Financial planning & budget tracking & working closely with central functions to ensure that operational forecasts are communicated & tracked against demand.
  • To own & drive the business strategy for Management information for WorldRemit CS. Work with the insight team to form collaborative BI team which will create easy & understandable information, which is used to drive change, support a high performing culture & help WR understand its customers.
  • Set & Monitor service levels across any outsourced agencies used by WorldRemit CS
  • Ownership of the following processes for WorldRemit CS Budgeting, Capacity Planning, Scheduling, Shift Planning, & Queue Management.
  • To own the WorldRemit Telephony architecture & administration.
  • Owner of the relationship for the Vendor Management for telephony & the Workforce Management system.
  • Budgetary responsibility for licensing for telephony & WFM systems
  • Produce short, mid & long - term forecasts (contact volumes, distributions, AHT, & shrinkages) & work with the head office on the centres budgeting.
  • Review the accuracy of forecasts/schedules, providing feedback recommendations for improvements
  • Create & distribute schedules/rosters based on short-term forecast, operational targets & the workforces availability, restrictions & preferences. Identify potential issues & liase with Contact Centre & Team Managers for resolution.
  • Support internal agent requirement through planned shrinkage planning to support internal ESAT.
  • Any other requirements to support the success of WorldRemit.

Primary Qualification

  • Must possess at least a Bachelors degree, any field
  • 5+ Years working in a WFM Leadership role
  • Experience in scheduling employees for multiple sites operating as a virtual centre in different time zone and/or with multiple languages.
  • Experience in running & owning the telephony function of a contact centre
  • Experience in working in a fast - growing company
  • Good knowledge of the Philippines working time regulations.
  • Excellent leadership skills
  • Excellent organisational skills, with the ability to collate & analyse data & deliver this to achieve maximum results.
  • Strong communication skills within all levels of the business
  • Experience using a workforce management platform & telephony systems (ideally: Teleopti WFM & NewVoiceMedia telephony system)
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