BPO Workforce Manager

4 weeks ago

Pasay, Philippines TASQ Staffing Solutions Full time

About the job BPO Workforce Manager (MOA, Pasay) 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 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 #J-18808-Ljbffr

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