Real Time Management Head - eTelecare Global Solutions - Corporate

RESPONSIBILITIES:

As a member of eTelecare’s Workforce Management team, the Real Time Head will provide leadership, direction, support and intensity to the real-time management function that provides 24x7 monitoring of call handling performance and related reports.

The general responsibilities are:

The Real Time Head will transform the Global Real-Time Management organization from largely centralized to a hub/spoke organization. Building high-performance teams and working relationships, retaining talent, and designing both technical and non-technical processes are all part of this job function. Qualitative and quantitative abilities will prove useful, as will Workforce Management/Real-Time Management experience in at least one other BPO environment.

Hire, coach, develop global team of U.S. and Nicaragua based Site Analysts, Philippines and South Africa based Service Level Managers, and a Manila Command Center. (The size and scope of these direct reports may change as the company grows.)

These direct reports monitor real-time call volume, handle times and staffing levels to make sure all three are on target to allow eTelecare to deliver on contractual service targets for the day.

Work with clients, Operations and Service Delivery on real-time remedies in the event that performance is not in line with client expectation.

Prepare daily, weekly reports including performance callouts.

Continuously improve the intraday and day-end reports (and reporting process) used by the Real-Time team.

Design, implement and maintain centralized command center so that agent resources may be best utilized. This may include, but is not limited to, re-skilling plans, call overflow or other call re-routing solutions.
Work with the Aspect Administrator to ensure that the eWFM tool is being properly used and effectively exploited to its fullest potential. (May also require use of a client’s WFM tool.)
Prepare/Participate in occasional presentations to existing or potential clients.

Collaborate with other members of the Workforce Management organization as is necessary/appropriate for the successful completion of work.
This position will require travel to the Americas region at least once yearly, and to Cebu at least quarterly.

REQUIREMENTS:
Candidate must possess at least a Bachelor's/College Degree in Mathematics or equivalent.
Effective oral & written communication skills
Knowledge on Aspect eWFM including RTA and Empower, Avaya CMS
CWPP certification is an advantage
Above average problem-solving, decision-making, team management, project management skills.
At least 5-7 years of WFM working experience is required, 3-4 years of which should be in managerial function.
Willing to work and travel across all etelecare sites (Libis, Makati, Shaw, Alabang, Clark, Cebu)

Walk-in and experience our ONE DAY application process!
eTelecare Global Solutions

MAKATI
12/F PBCom Tower,
Ayala Ave.

ALABANG
G/F Plaz@ A Bldg.
Northgate Cyberzone
Filinvest Corporate City

SHAW
Upper G/F,
Worldwide Corporate Center,
Shaw Blvd.

LIBIS
2/F CyberOne Bldg.,
Eastwood City

Recruiting Hotline: (02) 580.6530
For more information, visit our career website:
www.etelecarecareers.com