Workforce Planning Director

Be A Hero To Others…And Yourself. Make a difference in people's lives…and be rewarded along the way. eTelecare has outstanding opportunities for outstanding people. Are you up to the challenge?. About The Company Founded in 1999, eTelecare is an outsource call center, providing customer service, inbound sales, outbound sales and technical support. Our clients are in industries such as consumer technology, financial services, telecommunications, business services, travel and others – they are the top brand names that people know and love. Today, eTelecare has 11 call centers and over 7,000 employees, providing services onshore in the U.S. and offshore in the Philippines. eTelecare has won 38 major industry awards, including INC. Magazine’s top 50 fastest growing company in the U.S. The benefits of working at eTelecare include interesting work, exceptional coworkers, an upbeat environment, competitive compensation, health benefits, and more. eTelecare is a company that feels local…but has the strength of a global company…the best of both worlds. About The Position We are currently seeking an energetic and motivated individual who can lead our companywide workforce management activities. This person will be expected to lead our workforce management team in executing the forecasting, staffing, scheduling, and real-time management functions for all of our company’s programs across the Philippines and US. This person will share responsibility with supervisors and managers for meeting service level and response time objectives; ensure effective and efficient utilization of resources; and plan, organize and manage the workload through accurate forecasts, staff calculations, schedules and management reports. Definition of Responsibilities: • Oversee the forecasting, staffing, scheduling and real-time management functions across all company programs in the US and Philippines • Manage the development of monthly, weekly, daily, and interval forecasts, across multiple sites with multiple skills • Guide the weekly workload calculation and staffing process • Ensure schedules are effectively managed in real time throughout the week • Deliver continuous improvement of techniques and results across all aspects of WFM function. • Ensure maximum value extraction from Aspect eWFM software used for company programs • Provide accurate workload predictions for budgeting and planning • Supervise, motivate and develop workforce management team • Train workforce management team on effective use of Aspect eWFM software • Coordinate the completion of the above tasks with operations managers to ensure accuracy and effectiveness of output • Work with operations management to ensure their understanding and utilization of WFM software capabilities • Manage a team which is located at least partially in the Philippines About The Rewards Work hard, perform well, and you’ll be rewarded with a dizzying number of benefits including: • Competitive base salary • Bonuses and commissions • Medical and dental coverage • 401k retirement plan • Paid vacations • Tuition reimbursement • Paid training programs • Comfortable work environment • Business casual dress Ready to be a hero? Apply to eTelecare today. Email resume and cover letter to [Click here for email]
REQUIREMENTS
The right candidate will have the following qualifications: • 7+ years previous operations management experience including forecasting, scheduling and real-time operations management. • 5+ years experience using all aspects of workforce management software, with a strong preference for some/all of that experience to be with Aspect eWFM • Proven track record of achieving quantifiable operational improvements through use of WFM software • Outstanding analytical skills • Ability to multitask and work effectively under daily time constraints in a high pressure environment • Strong verbal and written communication skills • International work experience, preferably in the Philippines • Ideal candidate would have a bachelors and advanced degree