Sr. Workforce Manager

1 week ago

Pasig, Philippines Support Services Group Full time

Responsibilities Lead the development of long-term and short-term staffing strategies based on forecasted call volumes, operational trends, and business requirements. Develop accurate forecasts for call volumes, service levels, and operational activities. Ensure the right staffing levels are maintained to meet performance targets across multiple business units. Oversee real-time scheduling and adjustments to ensure service delivery, minimize idle time, and manage volume spikes. Utilize data and insights to adjust resource allocation dynamically. Drive continuous improvement initiatives to optimize workforce performance and service delivery. Proactively identify inefficiencies and implement strategies to reduce costs while improving customer experience. Provide high-level reporting to executive leadership, including revenue attainment, service levels, and other key performance indicators (KPIs). Analyze performance data and provide actionable insights for decision-making. Lead, mentor, and develop a team of Workforce Analysts and Managers. Set clear goals and performance expectations, provide ongoing coaching, and ensure professional development through training programs and career growth opportunities. Act as a key liaison between workforce management and other departments (Operations, HR, IT) to align workforce strategies with broader business goals. Influence decision-making through data-driven recommendations. Oversee the implementation and optimization of workforce management software and telephony systems. Ensure systems are aligned with operational needs and continuously explore new tools and technologies to improve workforce management processes. Ensure adherence to company policies, industry regulations, and best practices in workforce management. Maintain a strong focus on quality assurance and performance standards. #J-18808-Ljbffr

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