Workforce Manager

2 weeks ago

Davao City, Davao, Philippines IBEX Global Solutions (Philippines) Inc. Full time
Workforce Manager manages the day-to-day operation of the Workforce Management Real time adherence team.

Maintains service levels while keeping overtime costs to a minimum and Creates policies and procedures to standardize specific Workforce management functions.


Responsibilities:
Provides support to other members of management, as needed.
Co-Leads workforce forecasting, scheduling, and load balancing for call activities at site, optimizing
service, and quality levels while ensuring most efficient use of resources.
Develops, implements, maintains, and communicates the site work schedule
Develops and maintains schedule for all transaction based work (e.g., calls, correspondence,
training, meetings, etc.)
Analyzes call volume patterns to manage work shifts, lunches, and breaks
Adjusts workforce requirements based on changing/dynamic forecasts; reforecast when necessary
Collaborates with supervisors to identify and track both planned and unplanned absences
Ensures schedules are generated on a regular basis that coincide with the forecast
Manages and analyzes operational and workforce data to review and reforecast requirements
Generates forecasts on an intra-daily, daily, weekly, monthly, and annual basis for all workgroups,
and compare actual results to forecasts, identifying opportunities for improvement and
recommending solutions
Identifies call volume trends and averages on a monthly and quarterly/seasonal (when necessary)
basis
Establishes and maintains communication channels regarding events that impact call volumes
Collaborates with key business partners and staff to identify opportunities for improvement of
resource utilization and service levels
Advises Operations Managers and Supervisors regarding balancing work volume
Advises Site Director/Manager regarding forecasting/planning based on actual experience and trend
analyses
Partners with staff and leadership (e.g., Site Directors, Operations Managers, Supervisors) within
and across sites to identify business opportunities based on analysis of reports (e.g., consolidate
queues, change phone hours)
Analyzes, develops action plan, and resolves service delivery and/or service level issues
Manages all scheduling-related communications to the site
Creates and maintains real time, historic and custom reports relevant to real-time monitoring,
scheduling and forecasting
Manages administration of workforce scheduling area
Develops and maintains business continuation/disaster recovery plans for site as it relates to call
routing.
Manages workforce Real-time Supervisors
Participates in hiring workforce related manpower requirements
Manages the team to obtain desired performance
Provide formal and informal performance feedback on an ongoing basis

REQUIREMENTS:

Bachelor's Degree (any field)
At least 5 years of related experience in call center workforce management preferably with a global
command center set up; 3 years related experience gained in a managerial capacity
Knowledge
Proficient in the use of commonly used WFM tools such as CMS, IEX Total View (highly preferred),
eWFM, Blue Pumpkin, advanced Excel
Knowledge of Six Sigma methodologies preferably with Black and Greenbelt certification
Knowledge of Call Center operations and procedures
Skills
Excellent communication skills
Excellent presentation and analytical skills
Strong interpersonal skills at both individual and team level
Must possess effective organizational skills and time management skills
Strong reporting skills
Abilities
Ability to effectively lead a team and foster professional working relationships and high standard of
work ethics
Possesses a collaborative working style and the ability to work independently and in a team
environment.
Ability to plan, organize, and schedule work flow to meet rigid project deadlines
Adaptable and able to move with change while maintaining a positive attitude
Ability to work on several projects simultaneously
Ability to communicate professionally with all levels of management
Ability to work on a flexible schedule (graveyard/shifting schedule)

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