ROLE : WFM- Manager
LOCATION : Vietnam
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.)