This site requires Javascript. Please enable Javascript in your browser for this site.

ASSOCIATE HEAD – MIS/WFM

Full-time
Max. of 5 years experience Cebu Metro

ASSOCIATE HEAD – MIS/WFM

Full-time

JOB DESCRIPTION

Roles & Responsibilities

  • This role is primarily responsible for managing Tech Mahindra Business Process Services (BPS) WFM Function in Philippines & other geos by deploying innovative WFM practices for BPO/KPO business.
  • Closely work with Delivery Heads/Leads to identify opportunity to improve profitability of different accounts by the virtue of introducing automation/lean/six sigma approach.
  • Identifying, onboarding, and developing WFM talent and leading a team of quantitative personnel.
  • Applying thought leadership in applying WFM practices to enhance business value, insight, and control for an organization
  • Providing subject matter expertise in the areas of Forecasting, Scheduling, Planning, Real Time Monitoring, MIS/Analytics and Solution for new business opportunities
  • Working towards increasing the scope of Central Traffic Desk across multiple customer processes within the organization and create CTD as a showcase capability of the organization
  • Understand the on ground challenges and work towards an innovative solution to mitigate the risk.
  • Own the learning and grooming of WFM team members across geographies
  • Ensure the deliverables meet the defined timelines with complete accuracy
  • Demonstrate strong business understanding and suggest suitable solution for various business scenarios
  • Core responsible area is to analyze the data /Reports of overall processes and strategize Planning and Forecasting. 
  • Open to travel within and outside Philippines for consulting assignments up to 1 year

Any other tasks assigned by the immediate manager or as required by the business

 

Requirements 

Skills & Experience

  • A minimum of 15 years of experience.
  • Good verbal, written & presentations skills
  • Good interpersonal skills to manage and closely work with cross-function teams
  • Solution oriented/detail oriented individual who possess the traits to manage different teams across geographies
  • A proven track record of leadership skills who leads from the front
  • Proactive style of working and demonstrated Analytical skills
  • Proven ability to multi-task while ensuring timelines are met with accuracy
  • Demonstrated ability to quickly learn new systems and processes
  • Experience across multiple verticals like Telecom, BFSI, Retail, Service Desk, Hi-Tech, Healthcare, Travel & Logistics
  • Experience in managing WFM Function for Voice/Back Office/Email/Chat processes

OTHER JOB REQUIREMENTS

Education level
Bachelor's/College Degree
Field of study
Others
Specialization
Top Management

WORK LOCATION

6F eBloc 3 Geonzon St IT Park Apas Cebu City Philippines 6000,
Philippines, 6000

COMPANY PREVIEW

Average application processing time
Less than 2 weeks

Website
Dress Code
Any

Language
English (American Samoa)
Industry
BPO / Call Centers

Mobile No.
+63 922 264 6610

Telephone No.
+63 9 999 9999

Company Size
3000 employees

Benefits

Working Hours
Sunday
Closed
Monday
10:00 am-7:00 pm
Tuesday
10:00 am-7:00 pm
Wednesday
10:00 am-7:00 pm
Thursday
10:00 am-7:00 pm
Friday
10:00 am-7:00 pm
Saturday
Closed

COMPANY PHOTOS

COMPANY OVERVIEW

Tech Mahindra represents the connected world, offering innovative and customer-centric information technology services and solutions, enabling Enterprises, Associates and the Society to Rise™.
 
Mahindra is a USD 4.9 billion company with 121,840+ professionals across 90 countries, helping over 935 global customers including Fortune 500 companies. Our innovation platforms and reusable assets connect across a number of technologies to deliver tangible business value to our stakeholders.
 
Tech Mahindra Business Process Services (BPS) is the BPO arm of Tech Mahindra which focuses on Business Process as a Service (BPaaS) and BPO services across various industries including Telecom, Financial Services, Retail, Energy, Hospitality, Hi-Tech, Agriculture, and Food & Beverage. Our approach goes beyond cost reduction to process optimization and ownership through automation and productivity improvements.
 
Tech Mahindra BPS delivers value for customers through flawless execution of a seamless suite of services that operate across the entire lifecycle of end users and covers both revenue and cost sides of the customers’ business operations. The BPS includes Operations, BPM, and Consulting.

Tech Mahindra offers innovative and customer-centric information technology services and solutions, enabling Enterprises, Associates and the Society to Rise™. Our technology and process expertise combined with investments in platforms and IP, have delivered significant transformation programs for Global Customers across customer services, IT and Network.
 

WHY JOIN US?

Our Core Purpose

We will challenge conventional thinking and innovatively use all our resources to drive positive change in the lives of our stakeholders and communities across the world, to enable them to Rise. We follow these tenets to improve customer experience:
 
  • Accept No Limits
  • Alternative Thinking
  • Drive Postive Changes
 
Tech Mahindra is focused on creating sustainable value growth through innovative solutions and unique partnerships. Our values are at the heart of our business reputation and are essential to our continued success. We foster an environment to instill these values in every facet of our organization.
 
  • Customer first
  • Good corporate citizenship
  • Professionalism
  • Commitment to quality
  • Dignity of the individual
 
Our Brand Promise

Tech Mahindra’s brand positioning highlights the success of the Company which has emerged as the fastest growing provider of IT Solutions & Services in the Telecom space. The positioning exemplifies the performance of Tech Mahindra, as a success system, which is powering the growth of its stakeholders.
 
We are a part of the exhilarating Telecom technology space that is characterized by highly innovative, speed-of-response based solutions, delivered with agility and flexibility and our brand reflects this true character. The positioning incorporates both the success of the past and the promise of the future, where we are going to ‘Create the next wave’ - our brand mnemonic.
 
Our brand echoes our commitment to not only creating solutions, but in creating the next wave, with targeted and focused solutions, guaranteed to propel our customers into the next generation.
A brilliant team of professionals aligned to a common purpose is what we believe will make us the global leaders of the new age.
 
Here’s to the next wave!