Clark | Workforce Manager

2 weeks ago

San Fernando, Central Luzon, Philippines Majorel Full time

We design, build and deliver end-to-end CX for many of the world's most respected digital-born and vertical leading brands. Our comprehensive east-to-west global footprint in 31 countries across five continents, with 60,000+ people and 60 languages, means we can deliver flexible solutions that harness our unique expertise in cultural nuance – essential for true excellence in CX. We have deep domain expertise in tech-augmented front-to-back-office CX. Plus Digital Consumer Engagement, CX Consulting, and an innovative suite of Proprietary Digital Solutions for industry verticals. We are a Global Leader in Content Services, Trust & Safety. The real 'Majorel difference' lies in our culture of entrepreneurship. We are relentless, resourceful, resilient and agile – all pulling together as One Team. It's the only way to deliver the total reliability and digital transformation necessary in our constantly changing world.

Position Summary:
The Workforce Manager is responsible for overall management & direction of the workforce team. Ensures client/customer goals are met by analyzing work volume variances to forecast and provide direction to adjust scheduling/staffing levels accordingly. Monitors service levels and directs real-time forecasting to meet service levels. Provides advice to management on the most efficient and cost effective strategies to deliver on service level agreements

Overall Responsibilities:
Manages a team of 5 – 10 intraday specialists across multiple sites.
Manages a team of 3 – 5 report analysts.
Analyze past volume and staffing patterns and will implement based on the forecast provided by the client staff the Service Center to ensure service goals are met.
Oversee all Real-Time and Intra-Day activities to ensure operational and client goals are met.
Conduct analysis and recommends solutions to real time performance issues with the operational business units.
Validate forecasting and staff planning and work with Account Managers.
Ensure all required WFM data is tracked and trended on a continuous basis.
Interface with Account Managers/Director as needed for escalation of service impacting issues.
Coordinates with Director of Operations to interface with client and handle account management issues.
Manages the staff schedules and responsibilities of Workforce Management team.
Meets department budget goals by controlling costs for equipment and personnel.
Responsible for performance appraisals of all direct reports.
Establishes performance objectives for direct reports.
Coach and develop a high performance team through organizational leadership.
Demonstrate sound judgment and fairness when administering Arvato Services Canada's policies and procedures.
Ensure team accurately tracks and manages call center schedule adherence
Monitor absenteeism levels and work with Account Managers/ Director/HR on attendance management initiatives.
Prepare daily/weekly/monthly reports and distribute to Management.
Manages staffing ratios and seat utilization/optimization to ensure call center goals are met.
Builds effective working relationships with internal departments.
Work with Senior Management team on initiatives to support new business growth and overall operations.

Job Requirements:
5-7 years call center experience
Minimum 3-5 years managing Workforce Operations in a call center environment
College Diploma or Bachelor's degree in Business, Finance, Management or a related field.
Must have strong technical, project management, implementation and process improvement skills.
General business acumen, including reporting and analysis, presentation skills, and organizational abilities.
Able to travel as needed.

Knowledge, Skills and Abilities:
Excellent knowledge of workforce management systems, processes and
Thorough understanding of Aspect eWFM tools, and Avaya
Excellent knowledge of all phases of Workforce planning, Forecasting and Intra-day functions.
Extensive use of MS office/ Excel spreadsheets, and workforce management tools
Expert knowledge and understanding of workforce planning programs and principles.
Ability to clearly explain volumes and staffing trends and implications to management team.
Strong analytical abilities to provide strategies based on historical and current data.
The ability to work with management teams to ensure clear goals regarding service level agreements.
Training and certification with forecasting / scheduling and related software packages.
Proven ability to manage people, processes, and technology.
Strategic thinker and tactical implementer.
Experience in developing a workforce team in a call center site, while meeting all operational and financial objectives.
Superior written and verbal communication skills

Majorel Philippines Corp. is an Equal Opportunity Employer and believes that all persons are entitled to equal employment opportunity, and the Company does not discriminate against its qualified employees or applicants because of race,color,creed,religion,sex,gender,genderidentity,sexualorientation,maritalstatus,politicalaffiliation,union membership,nationalorigin,ancestry,citizenshipstatus,veteranstatus,age,physicalormentaldisability,genetic informationoranyotherstatusprotectedbyapplicablefederal,stateorlocallaw.Equalemploymentopportunity willbeextendedtoallpersonsinallaspectsoftheemployer-employeerelationship,includingrecruitment,hiring, upgrading, training, promotion, transfer, discipline, layoff, recall andtermination.

#J-18808-Ljbffr

  • Clark | Workforce Scheduling Analyst

    2 weeks ago

    San Fernando, Central Luzon, Philippines Majorel Full time

    Monday, February 5, 2024 We design, build and deliver end-to-end CX for many of the world's most respected digital-born and vertical leading brands. Our comprehensive east-to-west global footprint in 31 countries across five continents, with 60,000+ people and 60 languages, means we can deliver flexible solutions that harness our unique expertise in...

  • Clark | Workforce Supervisor

    2 weeks ago

    San Fernando, Central Luzon, Philippines Majorel Full time

    Wednesday, January 17, 2024 We design, build and deliver end-to-end CX for many of the world's most respected digital-born and vertical leading brands. Our comprehensive east-to-west global footprint in 31 countries across five continents, with 60,000+ people and 60 languages, means we can deliver flexible solutions that harness our unique expertise in...

  • Clark | Real Time Analyst for Project Diamond

    2 weeks ago

    San Fernando, Central Luzon, Philippines Majorel Full time

    Clark | Real Time Analyst for Project Diamond Thursday, April 4, 2024 We design, build and deliver end-to-end CX for many of the world's most respected digital-born and vertical leading brands. Our comprehensive east-to-west global footprint in 31 countries across five continents, with 60,000+ people and 60 languages, means we can deliver flexible solutions...

  • Clark | Forecasting

    2 weeks ago

    San Fernando, Central Luzon, Philippines Majorel Full time

    Clark | Forecasting & Planning Analyst - WFMWe design, build and deliver end-to-end CX for many of the world's most respected digital-born and vertical leading brands. Our comprehensive east-to-west global footprint in 31 countries across five continents, with 60,000+ people and 60 languages, means we can deliver flexible solutions that harness our unique...

  • Workforce Officer

    21 hours ago

    San Fernando, Central Luzon, Philippines dnata Travel Inc. Full time

    Job Purpose: Ensure maximum network resource productivity and efficiency by use of resource planning in order to achieve targeted service levels. Proactively address shift and daily operational productivity to ensure agreed network call and multi-media service levels are met. Produce staff schedules and rosters for multiple sites across the Commercial...

  • Teleperformance Clark

    2 weeks ago

    San Fernando, Central Luzon, Philippines Majorel Full time

    Teleperformance Clark | Quality (Sales) Coach - Digital App Store Account Thursday, March 21, 2024 We design, build and deliver end-to-end CX for many of the world's most respected digital-born and vertical leading brands. Our comprehensive east-to-west global footprint in 31 countries across five continents, with 60,000+ people and 60 languages, means we...

  • Store Construction Supervisor

    3 days ago

    San Fernando, Central Luzon, Philippines Vogue Concepts Inc. Full time

    Responsible for project management for new store construction and improvements/renovation and maintenance of the company's retail outlets, including set-up for events, exhibits, and other architectural-related projectsAccountable for project openings, turn over, and completion of pertinent governmental requirementsEnsure that project budgets are met and...

  • Buyer - Clark Pampanga

    1 month ago

    San Fernando, Central Luzon, Philippines Texas Instruments Full time

    DescriptionWe can't predict what the future holds, but we know Texas Instruments will have a part in shaping it.We are looking for an enthusiastic, take-charge kind of a person who enjoys negotiating with suppliers and working with top professionals in the industry. If this sounds like you, apply now for a Buyer position at Texas Instruments.Responsibilities...

  • Buyer - Clark Pampanga

    2 weeks ago

    San Fernando, Central Luzon, Philippines Texas Instruments Full time

    DescriptionWe can't predict what the future holds, but we know Texas Instruments will have a part in shaping it.We are looking for an enthusiastic, take-charge kind of a person who enjoys negotiating with suppliers and working with top professionals in the industry. If this sounds like you, apply now for a Buyer position at Texas Instruments.Responsibilities...

  • Buyer - Clark Pampanga

    4 weeks ago

    San Fernando, Central Luzon, Philippines Texas Instruments Full time

    DescriptionWe can't predict what the future holds, but we know Texas Instruments will have a part in shaping it.We are looking for an enthusiastic, take-charge kind of a person who enjoys negotiating with suppliers and working with top professionals in the industry. If this sounds like you, apply now for a Buyer position at Texas Instruments.Responsibilities...

  • Clark | Operations Supervisor

    2 weeks ago

    San Fernando, Central Luzon, Philippines Majorel Full time

    Clark | Operations Supervisor - Search Engine Advertising Thursday, April 4, 2024 We design, build and deliver end-to-end CX for many of the world's most respected digital-born and vertical leading brands. Our comprehensive east-to-west global footprint in 31 countries across five continents, with 60,000+ people and 60 languages, means we can deliver...

  • Alorica Clark

    2 weeks ago

    San Fernando, Central Luzon, Philippines ALORICA TELESERVICES, INC. Full time

    SummaryCommunicate via inbound and/or outbound voice-based and/or non-voice-based communications in English or other languages to support customer care, telesales, credit and collections and/or remote technical support for clients. Use computerized system for tracking, information gathering, and/or trouble-shooting issues to provide high quality customer...

  • Alorica Clark

    2 weeks ago

    San Fernando, Central Luzon, Philippines ALORICA TELESERVICES, INC. Full time

    SummaryCommunicate via inbound and/or outbound voice-based and/or non-voice-based communications in English or other languages to support customer care, telesales, credit and collections and/or remote technical support for clients. Use computerized system for tracking, information gathering, and/or trouble-shooting issues to provide high quality customer...

  • Operations Manager

    2 weeks ago

    San Fernando, Central Luzon, Philippines Monroe Consulting Group Full time

    Executive search firm Monroe Consulting Group is recruiting on behalf of a leading Hotel & Casino in Central Luzon. Our client is seeking an Operations Manager to oversee the efficient and effective operations of their Chinese restaurant. The work setup is onsite and based in Clark, Angeles Pampanga, Philippines.Key job responsibilities include: Develop and...

  • Operations Manager

    2 weeks ago

    San Fernando, Central Luzon, Philippines Monroe Consulting Group Full time

    Executive search firm Monroe Consulting Group is recruiting on behalf of a leading Hotel & Casino in Central Luzon. Our client is seeking an Operations Manager to oversee the efficient and effective operations of their Chinese restaurant. The work setup is onsite and based in Clark, Angeles Pampanga, Philippines.Key job responsibilities include: Develop and...

  • Operations Manager

    3 weeks ago

    San Fernando, Central Luzon, Philippines Monroe Consulting Group Full time

    Executive search firm Monroe Consulting Group is recruiting on behalf of a leading Hotel & Casino in Central Luzon. Our client is seeking an Operations Manager to oversee the efficient and effective operations of their Chinese restaurant. The work setup is onsite and based in Clark, Angeles Pampanga, Philippines.Key job responsibilities include: Develop and...

  • Operations Manager

    2 weeks ago

    San Fernando, Central Luzon, Philippines Monroe Consulting Group Full time

    Executive search firm Monroe Consulting Group is recruiting on behalf of a leading Hotel & Casino in Central Luzon. Our client is seeking an Operations Manager to handle and oversee the efficient and effective pre- opening and operations of their Korean restaurant. The work setup is onsite and based in Clark, Angeles Pampanga, Philippines.Key job...

  • Operations Manager

    2 weeks ago

    San Fernando, Central Luzon, Philippines Monroe Consulting Group Full time

    Executive search firm Monroe Consulting Group is recruiting on behalf of a leading Hotel & Casino in Central Luzon. Our client is seeking an Operations Manager to handle and oversee the efficient and effective pre- opening and operations of their Korean restaurant. The work setup is onsite and based in Clark, Angeles Pampanga, Philippines.Key job...

  • Operations Manager

    3 weeks ago

    San Fernando, Central Luzon, Philippines Monroe Consulting Group Full time

    Executive search firm Monroe Consulting Group is recruiting on behalf of a leading Hotel & Casino in Central Luzon. Our client is seeking an Operations Manager to handle and oversee the efficient and effective pre- opening and operations of their Korean restaurant. The work setup is onsite and based in Clark, Angeles Pampanga, Philippines.Key job...

  • General Manager, Philippines

    2 weeks ago

    San Fernando, Central Luzon, Philippines Korn Ferry Full time

    Korn Ferry has partnered with our client on their search for the role, General Manager.Our client is a U.S-based healthcare revenue cycle management (RCM) solutions provider with a site in Clark, Philippines. They are looking for a General Manager to oversee the operations of the service delivery centre, with multiple lines of business and servicing clients...