Call Center Workforce Manager

3 weeks ago

Pasay, Philippines TASQ Staffing Solutions Full time

About the Position: Workforce Manager (MOA Pasay) | Onsite

Work Arrangement: 100% Onsite

Location: MOA Pasay

Work Schedule: Monday to Friday, 5:00 AM 4:00 PM (may vary based on business requirements, AU Program)

Responsibilities:

- Develop monthly, daily, and interval forecasts by analyzing historical data and considering factors such as special events, seasonality, growth trends, weather, and other relevant influences.

- Prepare short-term forecasts and adjust future volume projections as needed to maintain optimal staffing levels at all times.

- Create, update, and manage the Capacity plan to ensure staffing, seating, and logistical needs are met while balancing cost efficiency and performance.

- Generate and review schedules to align with business needs, ensuring excellent customer service.

- Lead and supervise a dedicated and proactive team of Workforce Managers (WFMs), ensuring all Service Level Agreements (SLAs) across accounts are achieved.

- Enhance client satisfaction by effectively managing service levels, staffing, scheduling, and real-time adherence solutions.

- Safeguard organizational assets by adhering to the principles of the Quality and Information Security Management System.

- Act as the primary point of contact for all Workforce Management-related concerns.

Requirements:

- At least 2 years of college education (without back subjects)

- Minimum of 3 years of experience as a Workforce Manager

- Strong skills in forecasting, scheduling, and real-time management are essential

- Excellent organizational skills to meet critical deadlines

- High accuracy and meticulous attention to detail

- Effective presentation skills

- Ability to deliver projects with minimal supervision, paying close attention to detail

- Excellent written, verbal, and email communication skills, with the ability to interact effectively at various organizational levels

- Flexible and willing to work in shifts, extended hours, and weekends as required by business needs

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