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Workforce Manager - Montego Bay or Kingston

Contax 360 BPO Solutions, a leading provider of global contact center solutions and a dynamic, focused and upwardly mobile organization; seeks experienced, qualified and professional individuals to join our team.
                     We are now hiring for the following position at either our Montego Bay or Kingston Office:

WORKFORCE MANAGER


JOB OBJECTIVE
Responsible for managing all intraday/real-time management processes in support of operations to achieve business service level objectives.


KEY FUNCTIONS AND DUTIES:

  • Oversee the centralized Workforce forecasting team.
  • Analyze reporting, staffing and scheduling procedures and/or structure on an on-going basis to ensure maximum effectiveness and efficiency.
  • Proactively provide scheduling analysis, recommendations for improvement, including headcount requirements, long-term planning, scheduling and bidding strategies, staffing strategies.
  • Manage proactive approval and denial of scheduled shrinkage such as vacations, VTO, LOA.
  • Lead staffing review meetings with management and intraday analysts detailing previous and current week’s performance and forecasted performance while also identifying risks.
  • Oversee intraday management of scheduling procedures, analysis of real time workload requirements and call routing to manage performance to service level requirements.
  • Recognize and recommend operational and support improvements.
  • Facilitate development of WFM team and exposure to industry improvements, skills and standards.

 

REQUIRED QUALIFIATIONS AND EXPERIENCE:

  • Bachelor’s degree (BA or BSc-- Business Administration or Computer Science) from a recognized tertiary institution.
  • Minimum of 2 years experience in a similar position (with demonstrated track record).

    REQUIRED COMPETENCIES:

 

  • In depth knowledge of all phases of Workforce Management, including planning, forecasting, scheduling and real time intra-day functions.
  • Strong knowledge of call center principles and performance metrics/reporting.
  • Demonstrated proficiency in Microsoft Office applications.
  • Knowledge of risk analysis and use of analytical techniques. Knowledge of Avaya, CMS, and IEX systems would be an asset.

ADDITIONAL REQUIREMENT

  • Ability to work a flexible schedule (including weekends and public holidays).
  • Must be willing to travel between both the Montego Bay and Kingston Office.
     

All applicants must have a valid Government issued photo ID, NIS & TRN.
Successful candidates must be able to furnish a police record and pass an employment background check.

 

Please read carefully before signing.

Contax360 BPO Solutions is an equal opportunity employer. Contax360 BPO Solutions does not discriminate in employment on account of race, color, religion, national origin, citizenship status, ancestry, age, sex (including sexual harassment), sexual orientation, marital status, physical or mental disability, military status or unfavorable discharge from military service.

I understand that neither the completion of this application nor any other part of my consideration for employment establishes any obligation for Contax360 BPO Solutions to hire me. If I am hired, I understand that either Contax360 BPO Solutions or I can terminate my employment at any time and for any reason, with or without cause and without prior notice. I understand that no representative of Contax360 BPO Solutions has the authority to make any assurance to the contrary.

I attest with my signature below that I have given to Contax360 BPO Solutions true and complete information on this application. No requested information has been concealed. I authorize Contax360 BPO Solutions to contact references provided for employment reference checks. If any information I have provided is untrue, or if I have concealed material information, I understand that this will constitute cause for the denial of employment or immediate dismissal. I understand that if I am not hired within 30 days of this application, it will be null and void and will need to reapply.

ELECTRONIC SIGNATURE NOTICE AND CONSENT

This notice is intended to provide you with important information required by the Electronic Signatures in Global and National Commerce Act (E‐Sign Act).

Consent: By entering your name, you consent to submit your employment application and all related forms, documents and information electronically. You further consent to conduct any matters related to the recruiting, application, background check and/or onboarding process electronically. Typing your name in the textbox under or on a form, entering your login password, and clicking on "Submit", will constitute your electronic signature.

Right to Withdraw Your Consent: You have the right to withdraw your consent to receive disclosures and submit information electronically. If you choose to withdraw your consent, the application process will be terminated. You may withdraw your consent by contacting the Company, and typing in "Withdraw" in the textboxes for the Certification and Background Disclosure pages.

Paper Copies of Electronic Records: If you wish to obtain a copy of your application, you may proceed with printing.

Updating contact information: It is your responsibility to update the Company regarding any changes to your e‐mail address or other contact information.

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