Client Services-Workforce Manager

2 weeks ago

Pasig, National Capital Region, Philippines KDCI Full time

Job Overview:
KDCI Outsourcing is seeking a highly motivated and experienced Client Services - Workforce Manager to join our dynamic team.

In this role, you will be responsible for managing and optimizing our workforce to ensure the efficient delivery of client services.

You will work closely with various departments to forecast staffing needs, develop strategic workforce plans, and ensure that our team is equipped to meet the demands of our clients.

The ideal candidate will have a strong background in workforce management, excellent communication skills, and a proven track record of managing and developing high-performing teams.


Responsibilities:

  • Develop and implement effective workforce management strategies to meet business and client needs.
  • Forecast staffing requirements based on current and projected client demands.
  • Monitor and analyze workforce performance metrics to ensure optimal efficiency and productivity.
  • Adjust workforce plans as necessary to address hanging business conditions or client requirements.
  • Lead, mentor, and develop a team of workforce management professionals.
  • Conduct regular performance reviews and provide constructive feedback to team members.
  • Foster a positive and collaborative team environment.
  • Collaborate with client services teams to understand client needs and ensure workforce plans align with service
delivery goals.

  • Act as a point of contact for clients regarding workforce-related inquiries and concerns.
  • Develop strong relationships with clients to ensure high levels of satisfaction and retention.
  • Implement best practices in workforce management to maximize operational efficiency.
  • Utilize workforce management tools and software to monitor and manage workforce activities.
  • Identify and resolve any issues that may impact service delivery or client satisfaction.
  • Generate regular reports on workforce performance and client service metrics.
  • Analyze data to identify trends, areas for improvement, and opportunities for optimization.
  • Present findings and recommendations to senior management.

Requirements:

  • Bachelor's degree in Business Administration, Human Resources, or a related field.
  • Minimum of 5 years of experience in workforce management, preferably in a client services or outsourcing
environment.

  • Proven track record of managing and developing high-performing teams.
  • Strong analytical and problem-solving skills.
  • Excellent communication and interpersonal skills.
  • Proficiency in workforce management software and tools.
  • Ability to work in a fast-paced and dynamic environment.
  • Experience in the outsourcing industry.
  • Knowledge of industry-specific workforce management practices.
  • Knowledge in Business Excellence is a plus
  • Certification in workforce management (e.g., CWPP, CWPP-S) is a plus.
  • CSSBB or LSSBB certified is a plus

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