Workforce Operations Manager

Full Time
EXPIRES 23 Mar, 2019

Job Location

Plaisance, East Coast Demerara

Description

Oversee Forecasting, Scheduling, Real Time Analytics, and Reporting groups remotely to ensure that company is meeting program requirements; and that internal processes are being followed.

Requirements

  • Associate’s Degree and one to two years related experience or equivalent combination of education and experience. 
  • Proficiency with Microsoft Office
  • Fluent in both English and Spanish

Responsibilities

  • Continuous education is being provided to all team members.
  • Ensure site & company specific policies are being adhered to.
  • Oversee career pathing of team members to ensure people view company as a career.
  • Achieve key metrics in all programs.
  • Improve operational effectiveness by identifying the problems root cause, designing and implementing new processes and procedures to address the root cause, and test to ensure improvements are made.
  • Complete End of Day Summary Report highlighting key statistics and contributors to anything that happened and explain any misses for the day.
  • Ensure Team`s payroll is correct and accurate.
  • Complete weekly snapshots of Departments performance.
  • Oversee Forecasting and Scheduling teams to ensure consistent information between reports and systems 
  • Oversee Real Time Management team Other duties as assigned by WF Director or higher.
  • Other duties as assigned by WF Director or higher.
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A JOB BY

Qualfon Guyana Inc.

Qualfon Guyana Inc.



Overview

Qualfon is a global provider of contact center, back-office, and business process outsourcing (BPO) services. We offer a full suite of customer lifecycle services including sales, customer care, technical support, and retention programs, and we are experienced at operating large client programs across multiple geographies. Qualfon also supports a variety of communication channels including voice, chat, email, IVR, social media and blogs. Qualfon is the largest private employer in Guyana and we offer numerous benefits to our employees, such as: Industry Leading Training Facilities, Large Indoor Cafeteria, Career Opportunities, Education (Qualfon University merged with The University of Guyana), Qualfon Foundation & Community Outreach programs, Milk Subsidy Program for all mothers, Fun Clubs (Dance classes, Spanish classes, cooking classes, Mandarin Classes, etc), Employee Benefits Program with leading vendors in Guyana, Performance Incentive Programs (earn more money), Weekly & Monthly giveaways, and the list goes on... Join us today and indulge in the benefits of working with a Global Company.
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