WFM / Workforce Manager (MOA, Pasay)

3 weeks ago

Southern Manila District, Philippines TASQ Staffing Solutions Full time

Overview

Work Setup: On-site in MOA, Pasay

Shift Schedule: 5 am - 4 pm (AU Shift), can change depending on the business needs

Required Skills/Experience
  • Bachelor's Degree or at least 2 years in college completed (no back subjects)
  • At least 3 years as a Workforce Manager or equivalent in the BPO industry
  • Solid background in WFM functions, e.g., forecasting, scheduling, and real-time management
  • Proficient in WFM tools
  • Preferably available to start immediately or with a notice period of up to 30 days
  • Flexible and willing to work in shift schedules, extended hours, and during weekends as per business needs
  • With Pre-Employment Requirements documents ready
Responsibilities
  • Generates month-wise, day-wise, and interval-wise forecast incorporating historical trends and other factors such as special events, seasonality, growth, weather, etc.
  • Runs short-term forecast and re-forecast/adjust future volume projections as needed to ensure optimum staffing at all times
  • Creates, maintains, and updates the Capacity plan and ensures that staffing requirements, seat requirements and logistics are being delivered while balancing cost and performance
  • Generates/reviews schedules accordingly to meet the business requirements, enabling superior customer service
  • Provides leadership and supervision to a highly engaged and self-sufficient team of WFMs, ensuring that all SLAs are met across accounts
  • Drives high client satisfaction by managing service level situations and providing staffing, scheduling, and Real-Time Adherence solutions
  • Protects the organization's assets through upholding the principles of the Quality Information Security Management System
  • Serves as the main point of contact for all WFM concerns
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