Workforce Management Supervisor

2 weeks ago

Manila, National Capital Region, Philippines QBE Insurance Group Full time

Workforce Management Supervisor page is loaded

Workforce Management Supervisor Apply locations PHI - Manila Cebu, Philippines time type Full time posted on Posted 7 Days Ago job requisition id Primary DetailsTime Type: Full timeWorker Type: EmployeeThis role would perform a critical component in the deployment of Workforce Management Strategies within the GSSC. This includes the facilitation, analysis, design and roll-out of long term forecasts, the management of capacity, utilization, cost, and aligning the Workforce Management functions within business unit portfolio's to the commercial strategy set for each business unit.

Primary Responsibilities

• Demonstrate a thorough understanding of the principles and a practical application of long/medium/short term workload forecasting

• Management and delivery of cost models for the GSSC aligned to forecasted workloads and FTE requirements.

• Review and provide recommendations of practices to support business improvements, business transition and transformation

• Provide regular value-add recommendations to the leadership team that result in increased cost efficiencies

•Ensure company processes and procedures are followed when generating schedules and in leave allocation

• Ensure company confidentiality/privacy code is maintained at all times in dealing with staff information

•Meet with and obtain requirements from operations to understand operational requirements

• Provide assistance to end users in Workforce Management systems and processes

• Update schedules as per business requirements

• Highlight areas of concern in schedules

• Maintain effective communication with all stakeholders to ensure they understand the requirements and output of the Workforce Management Process

•Analysis of WFM methodology to business requirements to comply with SLA obligations in the most cost efficient manner.

• Pro-active delivery of information to enable the business to meet its goals

• Provision of accurate monthly and yearly workload and FTE forecasting across all business units for the GSSC

• Provision of accurate capacity planning for the GSSC

• Provision of 'what if' scenarios to assess the impact of change to new or existing business

• Provision of strategic analysis that results in value-add recommendations to support the GSSC in budgetary decisions

• Provision of informed and appropriate analysis and recommendations to support the Sales team for new business proposals

•Mentor and coach team members on workforce management principles and methods

Required Education

• Bachelor's Degree or equivalent combination of education and work experience

Required Experience

• 3 years relevant experience

Preferred Competencies/Skills

• A sound understanding and ability to communicate and sell the benefits of Workforce Management processes and efficiencies

• Ability to work under pressure

• Well-developed technical skills, MS Office products and Call Centre technologies

• High level of confidence, drive and motivation with the ability to motivate others

• Problem solving and analytical skills

• Demonstrated ability to work in a fast-paced, changing environment

• Presentation skills

• Stakeholder management

• Keen to details

Preferred Knowledge

• Excellent knowledge of Workforce Management principles and processes

• Advanced knowledge of Workforce Planning Software, ACD Software and hardware, CRM systems.

QBE Cultural DNA

• Everything we do at QBE is underpinned by our DNA (which interlinks seven cultural elements) – because we know it's not just what we do that matters, it's how we do it that makes the difference. We expect all employees to role model and inspire the right behaviours that link to our cultural elements:

•We are customer-focused

•We are technical experts

•We are inclusive

•We are fast-paced

•We are courageous

•We are accountable

•We are a team

•All employees are expected to adhere to QBE's Code of Ethics and Conduct and apply sound risk management practices

US Only - Disclaimer

• To successfully perform this job, the individual must be able to perform each essential job responsibility satisfactorily. Reasonable accommodations may be made to enable an individual with disabilities to perform the essential job responsibilities.

Global Disclaimer

• The duties listed in this job description do not limit the assignment of work. They are not to be construed as a complete list of the duties normally to be performed in the position or those occasionally assigned outside an employee's normal duties. Our Group Code of Ethics and Conduct addresses the responsibilities we all have at QBE to our company, to each other and to our customers, suppliers, communities and governments. It provides clear guidance to help us to make good judgement calls.

How to Apply:

To submit your application, click "Apply" and follow the step by step process.

Equal Employment Opportunity:

QBE is an equal opportunity employer and is required to comply with equal employment opportunity legislation in each jurisdiction it operates.

About Us

We are an international insurer and reinsurer offering a diverse portfolio of commercial, personal and specialty products, as well as risk management solutions. Our product portfolio includes property, motor, crop, energy, marine and aviation. We employ a team of around 13,000 people in 27 countries around the world.

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