VGW
VGW

Workforce Manager  

VGW

  • Makati, Philippines
    3rd Floor, 110 Legazpi Street, Makati, Kalakhang Maynila, Philippines, Makati, Kalakhang Maynila, Philippines
    Makati
    Kalakhang Maynila
    Philippines
    Philippines
  • Full timeFULL_TIME

Expired 5 years ago

2019-07-14T16:00:00+00:00
Job closed.

Job Description

About VGW

VGW is a cutting edge tech company focusing on online gaming. We own and operate several market-leading brands in the largest markets in the world and have about 400 team members globally, all committed to building something amazing, pushing our boundaries and having fun in the process. We’ve been disrupting online social casino and poker gaming since 2010 and bringing fun and excitement to millions of customers. VGW has a dynamic and happy workplace and we all have huge amounts of energy and a real passion for our products and our players.

About the role
Under general supervision, the position is responsible for scheduling staff across all contact center teams. Makes short term and long term interactions volume and staffing recommendations to operations in order to enhance customer satisfaction with VGW services. The job requires working knowledge of workforce management principles, practices, policies, procedures, and techniques. Solves complex problems within established parameters and identifies and recommends responses to new and unusual circumstances and situations. This role reports to the Customer Support Operations Manager.


Duties and Responsibilities:

  • Creates and publishes weekly call center employee schedules.
  • Enters in all current day-agent schedule exception requests.
  • Reviews annual leave submissions for effect on operations and provides approve/deny recommendations
  • Analyzes workforce data to identify optimal training schedules for contact center employees
  • Creates reports and notifies operations managers and senior leadership of current and future staffing needs
  • Maintains reporting for attendance incidents.
  • Tracks employee adherence and other contact center specific metrics.
  • Uses methods such as Erlang C and forecast modeling to identify optimal staffing levels.
  • Utilizes workforce management software to identify historical trends.
  • Serves as liaison between cross-functional departments regarding future staffing needs.

Minimum Qualifications

Qualifications:

  • 2-5 years of experience in Workforce Management, preferably in contact centers with at least 100 employees.
  • Bachelor degree preferred, or 3 plus years of relevant work experience.
  • Experience with Workforce Management software (scheduling, performance tracking, reporting)
  • Demonstrated strong analytical skills, with emphasis on forecasting.
  • Ability and willingness to learn new software applications.
  • Skills in complex problem solving, judgment, critical thinking and decision making.
  • Ability to be highly organized with an emphasis on accuracy and timeliness.
  • Ability to organize information and have attention to detail and accurately follow procedures.
  • Ability to work alone with minimum supervision and with others in a team environment, occasionally under time pressure and on several tasks at the same time.
  • Ability to effectively communicate orally and in writing with co-workers, management team, other Departments, vendors, and outside agencies, including being sensitive to professional ethics.
  • Ability to sit the entire workday viewing a computer monitor.

Perks and Benefits

  • Paid Sick LeavePaid Sick Leave
  • Paid Vacation LeavePaid Vacation Leave
  • Paid Bereavement/Family LeavePaid Bereavement/Family Leave
  • Free Lunch or SnacksFree Lunch or Snacks
  • Single Parent LeaveSingle Parent Leave

Required Skills

  • WorkForce Software EmpCenter Time and Attendance
  • Kronos Workforce Payroll
  • Training Needs Analysis
  • Requirements Analysis
  • Data Analysis

Jobs Summary

Job Level
Mid-Senior Level / Manager
Job Category
Customer Service
Educational Requirement
Bachelor's degree graduate
Recruiter response to application
Sometimes
Office Address
110 Legazpi Street, Makati, Kalakhang Maynila, Philippines
Industry
Computer Software / Engineering
Vacancy
1 opening
Website
http://www.vgw.co

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About VGW

OUR STORY We started in 2010 with the vision of creating a virtual world with a focus on gaming and entertainment. Since then, VGW has grown into a leading social gaming provider offering players a broad range of fun and engaging games. What started as slots only offering has grown to include a number of table games including poker, black jack and roulette. WHY YOU WILL ENJOY WORKING AT VGW? We are committed to building something amazing, pushing our boundaries and having fun in the process. No suits (unless you want to wear one), flexible working hours, work from home is offered and when we do our annual planning session, we make sure we include everyone - the whole company is invited! What's more, that usually at an exciting overseas destination! Don't be fooled though, its no tea break - we are all obsessive about our products, customers and expect you to be too. We are a diverse company which believes in a work hard / play hard ethos. We are determined to find the strongest talent in our space and it's our current mission to scour the globe to find it.

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