Role: GUEST RELATIONS MANAGER Required - Luxurious 5* HotelSector: Management Location: DubaiSalary: Market related
Role: General Manager Required for New Restaurant Opening in Dubai!Sector: Management Location: DubaiSalary: ?4.5k - 6.3k per month + .
Role: HEAD PASTRY CHEF - NEW UPMARKET FRENCH BAKERY & PATISSERIESector: Culinary Kitchen Location: QatarSalary: Market related
My client is a High End American Japanese Restaurant concept newly opening in Dubai & we are searching for an experienced Reservations Manager to join this International 5* team.Role: RESERVATIONS MA
My client is looking for an Arabic speaking Finance Manager to join their finance team! Reporting to the Finance Director you will responsible for managing the overall financial plans and practices of
Role: Waiter/WaitressSector: Restaurant Location: DubaiSalary: ?360 - 540 per month + Accommodation and Tips
My client is a High End American Japanese Restaurant concept newly opening in Dubai & we are needing experienced staff to join this International 5* team.Role: WAITERS/ WAITRESS REQUIRED - AWESOME JA
VAM SYSTEMS is a Business Consulting, IT Solutions and Services company with operations in UAE, Qatar, Bahrain, USA, Australia, Singapore & India.VAM SYSTEMS is currently looking for Oracle HRMS Devel
The legal advisor is accountable for taking the day to day legal responsibilities and providing legal advice that includes all the aspects of the analysis, investigation and drafting process. He/she i
Strategic Marketing Manager This role is responsible for the continued growth and success of Revana and our client programs. This position successfully leverages telesales strategies in a consultativ
Communications SpecialistPosition Summary This role will be responsible for planning and coordinating dealer and other external communications for Henry Ford Academy using various channels. This role
Team Leader for Telstra l TeletechOpportunity has arrived Are you the type of individual who everyone turns to take care of their technical needs* Do your friends and family rely on your expertise* If
Human Capital Services Reports Team LeadTeam Leads are responsible for a team?s performance, development, mentoring, and coaching to meet and continuously improve both TeleTech and HCS metrics for tic
Senior Financial Analyst, Customer Technology Services Our FocusTeleTech is bringing humanity back to business. Our company was founded more than three decades ago on one guiding principle: Custome
VAM SYSTEMS is a Business Consulting, IT Solutions and Services company with operations in UAE, Qatar, Bahrain, USA, Australia, Singapore & India.VAM SYSTEMS is currently looking for IT Service Desk A
1. Identify target markets and analyze current market trends2. Research customers needs and wants as well as competition information3. Devise and implement strategic plans to meet customers demands4
Call Center AgentApplicants must have Call Center Background COMPULSORYVisa COMPULSORY
VAM SYSTEMS is currently looking for MS CRM Consultant for our Bahrain operations with the following skill set:Skill Set required:1. BS Computer Science or a related field2. Minimum of five years of e
VAM SYSTEMS is a Business Consulting, IT Solutions and Services company with operations in UAE, Qatar, Bahrain, USA, Australia, Singapore & India.VAM SYSTEMS is currently looking for Data Center Opera
1. Advertising account executives contribute to and develop advertising campaigns. Tasks typically involve:2. Meeting and liaising with clients to discuss and identify their advertising requirements;
We are looking for a Sales and Marketing Executive.1. Generating Leads.2. Following the Sales process.3. Arranging Meetings with Leads.4. Following up with the client.5. Presentations.6. Converting le
Group Customer Service Manager1. Career Level: Management2. Years of Experience: Min: 6 Max: 103. Residence Location: United Arab Emirates4. Gender: Male5. Nationality: United Arab Emirates; Bahrain;
Regional Finance ManagerJob responsibilities: Managing a cross border team of finance professionals Supporting operational management in the development of annual budgets Monthly financial reporti
Treasury ManagerExcellent opportunity for a Treasury or Finance professional ready to take the next step in their career! One of our growing clients in the Cleveland market has an immediate need for a
General CashierAccurately control the hotels cash funds and ensure a proper handling of cash from cashiers drop to the bank. Empty drop safe on a daily morning accompanied by the designated witness
Workforce Management Senior SpecialistWorkforce Management (WFM) Sr. Specialists are accountable for scheduling, real time adherence, forecasting & analysis, reporting, shift bids, and managing agent
Manager, Workforce ManagementWorkforce Management ManagerWorkforce Management (WFM) Managers supervise the operational and fiscal activities of the Workforce Management department. They ensure accurac
Role: GUEST RELATIONS MANAGER Required - Luxurious 5* Hotel
Sector: Management
Location: Dubai
Salary: Market related
Role: General Manager Required for New Restaurant Opening in Dubai!
Sector: Management
Location: Dubai
Salary: ?4.5k - 6.3k per month + .
Role: HEAD PASTRY CHEF - NEW UPMARKET FRENCH BAKERY & PATISSERIE
Sector: Culinary Kitchen
Location: Qatar
Salary: Market related
My client is a High End American Japanese Restaurant concept newly opening in Dubai & we are searching for an experienced Reservations Manager to join this International 5* team.
Role: RESERVATIONS MANAGER - AWESOME JAPANESE CONCEPT - DUBAI
Sector: Customer Services
Location: Dubai
Salary: Market related
My client is looking for an Arabic speaking Finance Manager to join their finance team! Reporting to the Finance Director you will responsible for managing the overall financial plans and practices of the company. You will be responsible for supervising and handling financial reports, accounting and all kinds of financial analysis.
Role: Finance Manager - Abu Dhabi
Sector: Finance
Location: Abu Dhabi
Salary: ?6.3k per month + tax free
Role: Waiter/Waitress
Sector: Restaurant
Location: Dubai
Salary: ?360 - 540 per month + Accommodation and Tips
My client is a High End American Japanese Restaurant concept newly opening in Dubai & we are needing experienced staff to join this International 5* team.
Role: WAITERS/ WAITRESS REQUIRED - AWESOME JAPANESE CONCEPT - DUBAI
Sector: Bid and tender
Location: Dubai
Salary: ?360 - 720 per month + Tips
VAM SYSTEMS is a Business Consulting, IT Solutions and Services company with operations in UAE, Qatar, Bahrain, USA, Australia, Singapore & India.
VAM SYSTEMS is currently looking for Oracle HRMS Developer for our Bahrain operations.
Experience Required: 5years
Terms and conditions:
Joining time frame: (maximum 4 weeks)
The selected candidates shall join VAM SYSTEMS Bahrain and shall be deputed to one of the leading Organization in Bahrain.
The legal advisor is accountable for taking the day to day legal responsibilities and providing legal advice that includes all the aspects of the analysis, investigation and drafting process. He/she is responsible for providing support in discrete legal issues by advising the organization, drafting undertakings and structuring remedies for the relevant issues. This professional may also be engaged in helping to analyze and collect evidence and schedule staff hearings. To better understand the role of this professional, let us view some of the responsibilities that need to be handled by him/her:
1. To conduct legal analysis and research on various legal matters of the client or the organization
2. To provide advice on different legal issues and assist in drafting legal opinions, memoranda and other briefing documents
3. To be actively involved in preparing and drafting of different acts and legal submissions and draft the authoritative legal opinions as well
4. To conduct legal research by utilizing various resources and selecting the relevant material to analyze the legal information
5. To assist in reviewing the legal material and any other relevant documents and to identify the most important issues that need to be sorted out on a priority basis
6. To draw up formalities regarding the settlement of disputes and monitor the implementation of the legal clauses
Strategic Marketing Manager
This role is responsible for the continued growth and success of Revana and our client programs. This position successfully leverages telesales strategies in a consultative fashion to directly improve the performance of sales teams and maximize program performance. This individual will leverage CRM tools, perform data and call analysis, sales and call center experience to identify, create and deliver relevant tactics and strategies to drive program success.
Essential Duties & Responsibilities:
1. Work in direct collaboration with sales management, forge partnerships with sales partners to drive sales performance.
2. Identify emerging trends and leverage relevant benchmarks of sales performance.
3. Leverage industry best practices, methodologies and tools for inbound and outbound telesales.
4. Present to all levels across organization and clients, create impactful presentations to motivate and convince stake-holders to employ your recommendations.
5. Be a subject matter expert within a sales vertical or have the ability to research and provide relevant industry trends, implications and best practices.
6. Oversee processes and best practices for data evaluation and tactic development, implement and work with others on procedures and deployment.
7. Develop and communicate recommended strategies with supporting data, overseeing multiple programs, concurrent efforts, while effectively managing projects and communications.
8. Develop collaborative relationships with client marketing, analytics and business partners.
9. Tie short term and long term strategies and tactics to larger organizational development and strategies.
Communications Specialist
Position Summary
This role will be responsible for planning and coordinating dealer and other external communications for Henry Ford Academy using various channels. This role has the primary responsibility for the design and delivery of integrated Academy Engagement Plan which includes communications, promotions and the development of the Academy as a membership service.
Job Responsibilities:
* Create, implement and own the Henry Ford Academy Engagement Plan Marketing Plan to promote Training events
* Develop creative communications to engage all stakeholders in the work of the Academy
* Develop the Academy Membership model as a route to building strong commitment from dealer network with the Academy
* Work with partners such as GoThinkBig and Ford Masters Apprenticeships to forge stronger links and working relationships to promote opportunities
* Ensure effective internal communication. Working with the leadership team to share key messages, events and training programmes with the team
* Maintain and develop the Academy presence on all online channels, including the Ford Dealer Portal and Excellence
* Plan and manage the Academy transition to digital communications, including channel development, creative design, content and contacts.
* Create effective written communication to promote the Academy, events and products
* Promote the Academy curriculum and events
Team Leader for Telstra l Teletech
Opportunity has arrived
Are you the type of individual who everyone turns to take care of their technical needs* Do your friends and family rely on your expertise* If so, then consider a career with us. We are on the verge of transforming the way we do business. We need tech gadget gurus like you to lead the way.
THE ROLE
Your role as Team Leader is to oversee the overall performance of a dynamic team to ensure consistency and efficiency in operations. You will provide consistent coaching, mentoring and performance feedback with direct team members to ensure the successful resolution, as well as to achieve high levels of customer satisfaction.
You will serve as the point of contact for team members to answer questions or take suggestions to higher management -- then pass on information as to resolutions and decisions on critical matters. You will manage administrative matters and provide appropriate communications.
DUTIES & RESPONSIBILITIES:
* You will coach, lead and develop your team to provide the right solutions for our customers whilst delivering a great customer experience.
* You will drive a culture where achieving customer advocacy is central to everything we do.
* As a leader you will harness and develop the team to reach their full potential and engage the team to ensure the centre is a great place to work.
* You will also address people related processes and manage the talent and development programs effectively.
* You will oversee the overall performance of a team of CSR and accountable for leading a high level of customer sati
* You will manage staffing levels to balance workflow and meet demand * addressing time & attendance issues to ensure schedule adherence * and maintaining administrative details of employment: such as payroll, appraisals & disciplinary actions.
* You will need to monitor & maintain efficiency and excellence in call transactions. On a rotational basis, you will regularly conduct remote or side-by-side monitoring of agent performance. It is your role to identify the areas of opportunity for agent development.
Human Capital Services Reports Team Lead
Team Leads are responsible for a team?s performance, development, mentoring, and coaching to meet and continuously improve both TeleTech and HCS metrics for ticket management, chat and phone time. Team Leads focus on team performance providing motivation and support to enhance engagement and success in attaining targets and goals. Team Leads hold team accountable for meeting all performance indicators/metrics using reporting tools and techniques, monitoring SLA via ticket management and resolution, team meetings, and one-on-ones. This includes Summary of WHY Report, Productivity, and HCS NPS. Perform advanced level of reporting work requiring professional competency at a Management level. Team Leads are visible on the floor and/or visible on the buddy list and in chat and are available primarily for Specialist questions, issues, and customer escalations; ensure a quality customer experience on transaction, resolution of issues, attendance, reliability, and reduction of attrition. Team Leads lead staff in accordance with policies and procedures of TeleTech. Responsible to meet the team productivity, SLA, quality goals, timely WHY resolutions and NPS. May have additional project and/or initiative work where benefits extend beyond the immediate team. Communicate with other Team Leads and reports daily to the HCS Manager. Team Lead must ensure that all Specialists and Coordinators adhere to all Human Capital Contact Center performance objectives, metrics and standard operating procedures.
Senior Financial Analyst, Customer Technology Services
Our Focus
TeleTech is bringing humanity back to business.
Our company was founded more than three decades ago on one guiding principle: Customer relationships built on trust and simplicity deliver lasting value for everyone. In other words, happy customers equal happy companies.
Building those relationships across every channel, every interaction, every day * that*s not so simple. The always on, multichannel world in which we live creates challenges for companies and customers alike. Companies, trying to adapt to a new world of connectivity, are faced with disconnected technology systems, data silos, outdated processes and rising costs. Customers, increasingly empowered by technology, demand a better experience in exchange for their loyalty. The result is a disconnect that is costing brands billions and pushing customers away.
We hire only first-class, highly qualified and passionate people to help us to build exceptional customer experiences.
Maintaining High Standards
TeleTech is one of the largest and most geographically diverse global providers of technology-enabled business process outsourcing solutions. Our integrated global solutions are provided by approximately 42,000 employees utilizing 35,600 workstations across 68 delivery centers in 20 countries. TeleTech and its subsidiaries have a 30-year history of designing, implementing, and managing critical business processes for Global 1000 companies to increase their operating efficiencies. TeleTech and its subsidiaries support more than 270 business process outsourcing programs serving approximately 90 global clients in the automotive, communications and media, financial services, government, healthcare, retail, technology and travel and leisure industries.
As a key member of the global Finance team this position reports to the Director of Finance Customer Technology Services (CTS) and provides timely and accurate financial analyses and reporting for TeleTech*s CTS organization.
The goals of the senior financial analyst are rooted in the ability to manage the financial planning and analysis for the business and provide consolidation and collaboration among the multiple geographies around the globe. The financial analyst will liaison with the global directors and synthesize the data into value-added forecast and recommendations to ensure a positive client experience.
Key areas for focus:
Allow TeleTech*s Customer Technology Services organization to touch an ever increasing client base in a more systematic and sophisticated way, as the company scales its platform and solution set organically and via M&A. Responsible for tasks associated with automating new management reports and conducting new global consolidated analyses.
Forecasting and Department Spending
* Maintain the line of business forecasts for revenues and costs
* Help ensure the CTS line of business spending is accurate and complete
Reporting and Analysis
* Verification of numbers provided (accuracy & completeness)
* Reporting on Financial and Operational performance
* Tasks include pulling data from multiple source systems
* Provide ad-hoc analytical support for the CTS team
Reporting/Tool Development
* Involvement in new management reports that are automated and flexible
* Involvement in long term system solutions for the reporting needs of the business/Management
VAM SYSTEMS is a Business Consulting, IT Solutions and Services company with operations in UAE, Qatar, Bahrain, USA, Australia, Singapore & India.
VAM SYSTEMS is currently looking for IT Service Desk Analyst for our Qatar operations.
Qualifications.
1. Should have MCSE certification.
2. Networking skills for troubleshooting and resolving tickets.
3. Excellent Communication skills.
4. 2 years previous IT Service Desk or Call center (Tech support).
5. Strong knowledge of Microsoft based operating system with emphasis on latest MS OS and office versions.
6. Basic User active group directory administration.
7. Overall awesome attitude in resolving IT issues.
Experience Required: 2+years
Terms and conditions:
Joining time frame: (maximum 4 weeks)
1. Identify target markets and analyze current market trends
2. Research customers needs and wants as well as competition information
3. Devise and implement strategic plans to meet customers demands
4. Manage promotional activities to endorse products
5. Monitor progress of promotional activities and record findings
6. Liaise with media srakeholders to ensure appropriate coverage
7. Develop effective marketing communication programs
8. Write copy for marketing material such as brochures and websites
9. Monitor marketing campaigns to ensure appropriate execution
Manage marketing budgets and ensure that all marketing activities are managed within budgets
10. Ensure effective distribution of marketing materials
11. Secure sponsorships through appropriate soliciting activities
12. Monitor competitive activity and evaluate marketing campaigns
Maintain liaison with suppliers, printers and designers
13. Write and distribute press releases
14. Manage photo shoots and update mailing databases
15. Carry out customer surveys to understand demand and manage brand positioning
16. Network with individuals and businesses to generate and identify business opportunities
17. Manage social media forums to generate interest and monitor activity
18. Manage periodic analysis of marketing efforts and campaigns
Call Center Agent
Applicants must have Call Center Background COMPULSORY
Visa COMPULSORY
VAM SYSTEMS is currently looking for MS CRM Consultant for our Bahrain operations with the following skill set:
Skill Set required:
1. BS Computer Science or a related field
2. Minimum of five years of experience in Microsoft Dynamic CRM development and Customization
3. Application Developer will develop, amend and maintain system functions and will also contribute to impact analysis of requested changes and defect fixes, implement new requirements, contribute to code review and performance tuning exercises.
4. Strong knowledge in Microsoft Technologies such as C#, ASP.NET 3.5/4.0, MSCRM 2011/2013, SQL SERVER 2005/2008 R2, SSIS 2008 R2 and SSRS
5. Creation of CRM Plugins and deployment, Writing Javascripts and HTML web resources, Ribbon customizations using out of the box buttons as well as creating custom button
6. Writing business logic using CRM workflow foundation, integrating CRM with web solutions, Creating Customizations, entities, web resources and web services using different integration techniques.
VAM SYSTEMS is a Business Consulting, IT Solutions and Services company with operations in UAE, Qatar, Bahrain, USA, Australia, Singapore & India.
VAM SYSTEMS is currently looking for Data Center Operators for our Qatar operations with the following skill set and terms and conditions:
1. Advertising account executives contribute to and develop advertising campaigns. Tasks typically involve:
2. Meeting and liaising with clients to discuss and identify their advertising requirements;
3. Working with agency colleagues to devise an advertising campaign that meets the client's brief and budget;
4. Presenting, alongside agency colleagues (particularly the account manager), the campaign ideas and budget to the client;
5. Working with the account manager to brief media, creative and research staff, and assisting with the formulation of marketing strategies;
6. Liaising with, and acting as the link between, the client and advertising agency by maintaining regular contact with both, ensuring that communication flows effectively;
7. Negotiating with clients and agency staff about the details of campaigns;
8. Presenting creative work to clients for approval or modification;
9. Handling budgets, managing campaign costs and invoicing clients;
10. Writing client reports;
Monitoring the effectiveness of campaigns;
11. Undertaking administration tasks;
12. Arranging and attending meetings;
13. Making 'pitches', along with other agency staff, to try to win new business for the agency.
FRONT DESK OFFICER
Salary: 2000 AED
We are looking for a Base Supervisor.
We are looking for a Sales and Marketing Executive.
1. Generating Leads.
2. Following the Sales process.
3. Arranging Meetings with Leads.
4. Following up with the client.
5. Presentations.
6. Converting leads to clients.
7. Marking and Sales Strategy.
8. Market Research.
9. Sales Conversion.
10. Submitting sales Report.
Group Customer Service Manager
1. Career Level: Management
2. Years of Experience: Min: 6 Max: 10
3. Residence Location: United Arab Emirates
4. Gender: Male
5. Nationality: United Arab Emirates; Bahrain; Djibouti; Algeria; Egypt; Iraq; Jordan; Comoros; Kuwait; Lebanon; Libya; Morocco; Mauritania; Oman; Palestine; Qatar; Saudi Arabia; Sudan; Somalia; Syria; Tunisia; Yemen
Regional Finance Manager
Job responsibilities:
Managing a cross border team of finance professionals
Supporting operational management in the development of annual budgets
Monthly financial reporting against budget
Establishment and on going review of robust financial and commercial controls
Supporting senior management in wider business projects including cost reduction, strategic planning and capital expenditure projects
Must be:
A qualified Accountant with a minimum 2 years post qualified experience
Degree educated
Able to generate and manage a budget and commercial plan
Comfortable preparing accounts to statutory level.
Send your Cv as an attachment in MS Word with job Title and Reference Number as your subject title to :
Treasury Manager
Excellent opportunity for a Treasury or Finance professional ready to take the next step in their career! One of our growing clients in the Cleveland market has an immediate need for a Treasury Manager.
You will be a key member of the companys Treasury organization and will focus on supporting a range of corporate development activities.
Top Reasons to Work with Our Client:
World-class leadership development program
Liaison between Finance and Treasury teams
Excellent Work-Life Balance
Cross-functional exposure to other divisions -work closely with Corporate Officers in Finance, Accounting, Marketing and Sales
General Cashier
Accurately control the hotels cash funds and ensure a proper handling of cash from cashiers drop to the bank.
Empty drop safe on a daily morning accompanied by the designated witness for that day.
Verify the number of envelopes on the cashiers drop sheet and start opening all envelopes witnessed by the designated witness.
Prepare a bank drop sheets and deposit the cash in the bank accompanied by security in accordance to safety rules and SOPs. Deposit Slip to be counter sign by the General Cashier and the designated witness.
Balance the drop and prepare the daily General Cashier summary.
Disburse petty cash only on the basis of properly authorized documentation.
Obtain a daily rate of exchange and maintain a log for it.
Count the safe daily and maintain a record showing balance.
Ensure amounts in the safe are balance all the times.
Arrange for sufficient change for the outlet cashiers.
Count house banks at least bi-weekly on different dates and times and reports any variances to the DOF.
Prepare the General Cashier GIG sheet.
Perform the duties as directed by the DOF/Accounting Manager.
Audit all safe deposit boxes on a regular basis and keep an inventory of all guest and employees safes.
Balance petty cash issued with Accounts payable & Income auditor.
Maintain a log of Petty Cash Vouchers and Receipt book.
Maintain & Update bank statements file and advice DOF of any discrepancies in the balance.
Workforce Management Senior Specialist
Workforce Management (WFM) Sr. Specialists are accountable for scheduling, real time adherence, forecasting & analysis, reporting, shift bids, and managing agent staffing to client delivered volumes. They are responsible for presenting variety of daily, weekly, and monthly reports, from revenue reports for leadership to internal department reports on scheduling concerns. WFM Sr. Specialists ensure that policies for scheduling are followed. They provide recommendations (based on forecasting and trending analysis), on FTE hiring for various lines of business (LOBs), across sites as well as conduct head count production analysis. WFM Sr. Specialists are responsible for meeting client required service levels while also maintaining appropriate in-chair occupancy (IOCC %) and phone occupancy (POCC %) targets to meet TeleTech financial requirements. Responsibilities include: understanding the contractual parameters of the client; in-chair occupancy, average call handle time; tracking and trending call volume history; tracking associate absenteeism and other components of the overall work flow; provide, coordinate, analyze and consolidate all schedule adherence data in order to deliver processes and project work in a timely and accurate manner following company and client requirements and standards. WFM Sr. Specialists work closely on day-to-day basis with operations leadership influencing and providing recommendations based on agents performance reports in order to comply with financial requirements. WFM Sr. Specialists work closely with HC on scheduling and uploading employees to new hire trainings, nesting time, and transitioning from one line of business to another when needed. WFM Sr. Specialists are expected to have a thorough working knowledge of TeleTechs policies and procedures related to WFM duties and client specific requirements and expectations of service level.
Key Performance Objectives
1. Achieve 100% of accuracy and speed in delivery of requirements. WFM Sr. Specialists are given daily, weekly, and monthly tasks, which must be met on time. They provide support for real time monitoring for schedule adherence; forecasting and analysis. They monitor agents performance, provide advices/suggestions to Operations on metrics, schedules and shifts; work closely with them on action plans. WFM Sr. Specialists prepare production reports and data analysis for Operations, HC and WFM leadership. They are accountable for verification of schedule modifications based on various work flow components, such as associates breaks, lunches, time off, vacations, outages, etc. (Time management, achievement motivation, results orientation, efficiency, accountability, data analysis)
2. Learn key business objectives, timeframes, and requirements associated with each goal and task. Become a WFM process and system expert. This includes high level of knowledge of WFM practices and policies and having a thorough understanding of systems that support those functions, such as EWFM (Employee Work Force Management), Avaya, and other TeleTechs and client specific tools and systems. WFM Sr. Specialists are expected to be a POC (Point of Contact) for WFM tools and systems if issues arise. Adapt quickly to any changes in the process. Be able to troubleshoot and analyze staffing issues, and work closely with WFM to uncover and report issues that will impact WFM systems and processes. Understand the requirements for each task while strictly adhering to TeleTechs policies and client requirements/expectations. (Attention to detail and process, follow-through, technical knowledge, ability to learn, analysis)
3. Understand and improve the key success metrics associated with workforce management goals. These include:
IOCC% and POCC% management
Achieve client level service objectives
Manage staff to volumes and adjust accordingly
Schedule adherence
Outage management
WFM Sr. Specialists should gather information, analyze data, observe the process and participate in efforts to constantly look for opportunities to improve current process affecting schedule adherence and reporting and communicate their ideas to their managers regularly. (Observation, innovation, creativity, collaboration, communication)
4. Deliver consistent high quality customer service. Respond to all customer (internal/external) requests within the established time frames. Maintain a positive, respectful and caring attitude when working with others. Communicate scheduling and staffing problems clearly and reassure customers that issues will be resolved quickly and deliver with minimum long term impact. Proactively share all work force issues with management. Take personal responsibility for solving and finding solutions. WFM Sr. Specialists make data analysis based on clients requirements and work to address all clients needs based on metrics/staffing/revenue issues. (Customer focus, friendly, helpful, accountability, diplomacy, communication)
5. Escalate staffing issues as appropriate. Clearly identify work force issues including the scope of the problem and relative urgency. Provide clear documentation of the issue to the appropriate team. Answer questions and assist in isolating the root cause of problems. Participate in testing solutions to ensure problems have been resolved. (Analysis, problem solving, judgment, communication, system troubleshooting)
Basic Qualifications
Strong understanding of Teletechs business, core values, and goals
Strong interpersonal skills in dealing with a diverse population
High customer service orientation
High level of integrity, honesty, and judgment
Math/statistics and computer proficiency
Strong analytical skills
Ability to respect and ensure strict confidentiality of customer data.
Demonstrated multi-tasking capability and proven success in fast paced environment
Strong attention to detail and desire to follow procedures
Strong verbal and written communication skills
Working knowledge of database applications such as MS Office(Excel, Outlook, PowerPoint), or ability to learn technology quickly
Reporting
Preferred Qualifications
Knowledge of call center business
Call center experience
Manager, Workforce Management
Workforce Management Manager
Workforce Management (WFM) Managers supervise the operational and fiscal activities of the Workforce Management department. They ensure accuracy of billing processes and procedures for all clients within the site. WFM Managers identify and report on account profitability opportunities and recommend strategies to improve processes. They maintain focus on operational effectiveness of the center and ensure that client requirements, service levels, and expectations are met. WFM Managers are held accountable for schedule adherence, service level, and absenteeism. They forecast and prepare for call volume, as well as monitor and report on in chair occupancy, average call handle time and other components of the overall work flow. WFM Managers may be directly involved in preparing plans and meeting with prospective clients. They develop and lead WFM team. WFM Managers oversee all aspects of the delivery of workforce management. Work daily to improve processes and performance that enhance bottom line results. Work closely with business partners and clients to resolve all related staffing and scheduling issues. Improve efficiency and accuracy of business process; create and implements process improvements. Manage the staff in accordance with company policies, procedures, and client service level metrics and expectations. Responsible for team engagement, leadership, performance management, coaching and talent development. WFM Managers adhere to TeleTech key performance objectives, indicators, metrics, and ratios ensuring maximum team performance. Create and maintain a positive work environment.
Key Performance Objectives
1. Achieve 100% accuracy and speed of delivery requirements. WFM Managers implement scheduling strategies and initiatives to enable the business to achieve its objectives. Communicate the core strategy and goals to the WFM team. Establish metrics for success, set clear daily staffing and scheduling priorities, and drive the team to meet goals. Understand the key business objectives, timeframes, and requirements associated with each workforce management goal. WFM Managers are expected to report daily center metrics on all projects, teams and associates performance to business partners. (Strategic thinking, project management, results orientation, business acumen, enthusiasm)
2. Manage day-to-day operations and deliverables. WFM Managers are responsible for keeping the forecasts updated considering variables that are not controllable. Ensure that WFM procedures are followed by WFM team. Deliver timely and efficient solutions to all workforce related requests. Employ effective organizational and time-management skills to deliver solutions to routine and emergency requests and general needs within established timelines. Ensure the WFM team is deployed/scheduled to meet site operational needs. Manage problem resolution as needed. Determine appropriate use of resources to meet goals and schedules. Manage regular preparation of relevant workforce management reports. (Problem solving, attention to detail, can-do attitude, persuasion and influence)
3. Improve the key success metrics associated with workforce management goals. These include: In-chair occupancy (IOCC %) and phone occupancy (POCC %) management Achieve client service level objectives Manage real time team to goals and objectives Ensure ongoing and clear communication between operations and client teams
WFM Managers gather information, analyze data, observe the WFM process, and lead the effort to consistently improve each workforce process and performance. This includes challenging every aspect of the processes. Recommended changes must be monitored and measured to ensure bottom-line impact to the process. (Data analysis, customer focus, ROI calculations, persuasion, problem solving, strategic thinking, achievement motivation)
4. Actively manage the staff, support, motivate and retain an outstanding WFM team. WFM Managers are responsible for mentoring, training, evaluating, and developing the WFM staff. Provide support, information and assistance. Help the staff to set realistic and measurable staffing and scheduling goals, and develop appropriate reward program as needed. Take responsibility for motivating and retaining an outstanding team. Provide coaching and development opportunities, and address performance issues as appropriate. Monitor progress towards goals to ensure client expectations and requirements are met. (Leadership, staff development, accountability, coaching, interviewing, motivation, resourcefulness, integrity)
5. Manage the communication. Maintain a positive, respectful and caring attitude. Communicate problems clearly and collaborate with business partners to ensure that workforce issues will be resolved quickly with a minimum long term impact. Offer clear and objective alternatives and work with the team to help implement solutions. Identify and communicate any potential staffing and scheduling problems or challenges as they surface. Communicate changes in priorities and direction of the goal or project to the staff. Provide robust, clear, and continual reporting to business partners. (Team work and collaboration, fairness, follow through, engagement, honesty, openness, directness, timeliness)
6. Escalate system level issues to the appropriate systems/IT support/vendor team. Clearly identify all system level errors including the scope of problems and relative urgency. Provide clear documentation of problems via email or ticketing system to the appropriate team. Answer questions and assist in isolating the root cause of problems and testing solutions to ensure problems have been addressed. (Systems troubleshooting, sense of urgency, timeliness, analysis and problem solving)
7. Ensure compliance with TeleTechs processes and tools, system changes. Ensure compliance with TeleTechs internal policies and procedures and client requirements and expectations to prevent and/or minimize potential issues. Responsible for continuous improvement in the overall WFM processes. Provide immediate and direct feedback to the team to ensure full compliance with client and TeleTech requirements. Provide specific training and constructive feedback on all aspects of the process. Maintain confidentiality of sensitive data (Process understanding, attention to detail, process improvement, timeliness, accountability, judgment)
Basic Qualifications
Strong understanding of TeleTechs business, core values, and goals
Strong verbal and written communication skills
Ability to manage multiple, complex, on-going tasks and projects
Ability to lead and partner successfully with staff and chain of command
Proficient English, both written and verbal
Great interpersonal skills
Strong attention to detail and desire to optimize procedures
Proficient statistical analysis, computer, and software skills
Open, honest, and empathetic manner when dealing with people
Strong attention to detail and desire to follow procedures
High customer service orientation
Working knowledge of database applications such as MS Office(Excel, Outlook, PowerPoint), or ability to learn technology quickly
High level of integrity, honesty, and judgment
Reporting proficiency
Action Planning
Strong coaching skills
Preferred Qualifications
Knowledge of call center business
Call center experience
Six Sigma certifications
employment wants.