Workforce Manager

hace 2 semanas

Bogotá, Bogotá D.E., Colombia Full Potential Solutions A tiempo completo

Overview:

Full Potential Solutions (FPS) is a performance-based outsourcing firm headquartered in Boston, MA, with operations in Kansas City, MO; Metro Manila, Philippines, and Chennai, India.

We employ the best people, processes, and proprietary technology available to deliver multichannel solutions for our clients and provide fulfilling careers for our employees.


We invest in our people and put culture first because we believe that happy, fulfilled teams achieve great things By putting people first, we drive breakthrough results.

FPS offers a competitive suite of benefits for our employees, including a lucrative compensation program, medical, dental, and vision benefits, and the opportunity for high potential career growth with a fast-growing company.

We are committed to creating a culture where our people can succeed and reach their full potential.

Our Core Values:
-
Integrity:

  • Do what's right for everyone: clients, shareholders, partners, and colleagues. TEAM is more important than self to create an atmosphere of mutual respect.

-
Excellence
  • Deliver exceptional client results, reward and recognize performance, and be in a relentless pursuit for improvement. Make your work and your goals personal.

-
Accountability
  • Act like an owner. Take pride in your work.
-
Grace:

  • Respect and appreciate differences. Care for one another and embrace humility.

Our Mission*:
To create conditions wherein people can thrive

We are looking for a dynamic
Workforce Manager who will oversee the operational and fiscal activities of the Workforce Management Team.

This role will have the responsibility to ensure all team members are focused on the delivery of our company's financial goals and the operational expectations of our client-partners.


Responsibilities:

  • Identify and report on account profitability opportunities and recommend strategies to improve campaign processes
  • Analyze metrics and staffing on a consistent basis to maximize and make recommendations for efficiency on a global level across multiple client programs
  • Work alongside with operational team members to ensure that all clientpartner and company goals and objectives are met
  • Develop solutions, strategies and action plans to improve business performance and client success
  • Manage at least 15 headcount

Qualifications:

  • 510 years of management experience within a contact center or Workforce department (required)
  • Well versed in end to end WFM cycle. Manual and Toolbased WFO software.
  • Experience in client relationship management
  • Strong analytical, problemsolving, technical, informationmanagement and decisionmaking skills
  • Excellent verbal and written communication skills
  • Ability to work both independently and in a team setting within a fastpaced, entrepreneurial environment
  • Proven strong interpersonal and criticalthinking skills
  • Exceptional time management, organizational and prioritization skills to complete work in a timely manner
  • Can work on a night shift
  • Can work onsite

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