Full-time
Program Manager
Posted by Support Services Group • , Metro Manila, Philippines, Metro Manila, Philippines
About the Role
Program Manager About the Role:
Summary:
Oversee a network of ~3,000 agents across multiple outsourcing partners, ensuring strict operational accountability and financial efficiency.
WFMaaS Specific:
- Validate daily staffing vs. committed projections from each vendor
- Monitor daily schedule adherence, shrinkage, or interval compliance (depending on model)
- Intraday staffing adjustments: Authorize, deny, or ask vendors for OT or VTO
- AHT / Productivity: drill down on daily / weekly / monthly outliers
- Interval Management: Apply threshold actions if consecutive intervals missed
- Queue balancing: in shared networks, re-route volume as applicable per the thresholds
- Lead daily 15 minute huddles with all vendors to review the day before and today’s game plan
- Corrective plans: issue formal warnings for missed metrics
- Act as a point of contact if vendor claims syste...
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