ROLE : WFM- Manager

LOCATION : Vietnam

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I.Key Responsibilities:

• Communication with clients/Operations- periodic review of Performance, managing day to day

operations, accommodating client requests.

• Ensure that the real-time management team provides the appropriate real-time guidance and

direction and takes appropriate action to meet service level goals and maximize efficiency

• Oversee reporting-internal and external reporting and analytics for Member Services

• Serve as a subject matter expert and RPM liaison for specific programs and coordinate with

operations teams to ensure consistent business / operational goals

• Analyze historical call trends by source, handle time, and root cause to identify operational

opportunities and pro-actively communicate this information to leadership while implementing

appropriate action plans

• Review and analyze the monthly, quarterly and yearly Contact Center Performance Reports

for both internal and external stakeholders and distribute as required

• Facilitate business and operational relationship between client and internal teams with

effective and efficient communication to ensure accurate and timely delivery daily

administration of dialer and related application

• Design, build and maintain campaigns, calling list, filters and extract performance and

compliance reports

• Troubleshooting dialer issues and communicating with management

• Monitor all agents/staff logged into dialer system to assure staff logged into appropriate

campaign to each department group and to maximize utilization of agent productivity while

logged into campaigns

• Ensure all work is performed in compliance with company policies as well as local, state and

collection/sales laws and regulation

• Ensure optimization of dialer function as well as best use of data

• Maintain and analyze PRI utilization

• Offer real time support to team leaders to maximize agent performance and also achieve the

desired level of KPI's.

• To report and liaise with aspect team for any technical issue and help in the resolution

• Responsible to set up new campaigns and improve the performance by applying different

strategies.

• Administering all access, permissions and other security in the dialer software.

• SQL automation for uploading the data and multiple reports basis the client and internal

requirement

• Preparing performance decks for the accounts aligned

• Provide team coaching and development by accurately accessing strengths and opportunities,

giving timely and actionable feedback, as well as motivate direct reports to optimize

performance

II. Desired Skills:

• In depth Experience of Genesys/Aspect is mandatory.

• Proven experience in process improvement, change management and overall

operational excellence

• Must be able to multi-task, be detail oriented and possess strong project management/

organizational skills

• Must be proficient with Excel, have the ability to organize/analyze, import/export data in a

structured manner (db administration, pivot tables, SQL queries, etc.,

presentation/Communication Skills

• Excellent interpersonal and written communication skills

• Ability to provide leadership, direction, motivation, development opportunities, and build

high performing teams

• Technical Skills/Learning capability

• Strong quantitative and analytical skills

• Strong working knowledge of Windows based programs (Word, PowerPoint, Access, etc.)