Workforce Manager

4 weeks ago

Pasay, Philippines TASQ Staffing Solutions Full time

Work Setup

100% Onsite

Work Location

MOA Pasay

Work Schedule

M-F, 5am-4pm - can change depending on the business need (AU Program)

Responsibilities
  • Generates month-wise, day-wise and interval-wise forecast incorporating historical trends and other factors such as special events, seasonality, chum or 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 levels situations and providing staffing, scheduling and Real-Time Adherence solutions
  • Protects the organizations assets thru upholding the principles of the Quality Information Security Management System
  • Serves as the main point of contact for all WFM concerns
Requirements
  • At least 2 years in college w/o back subject
  • 3 years minimum experience as Workforce Manager
  • Excellent skills in forecasting, scheduling and real-time time management a must
  • Strong organizational skills to ensure critical timelines are met
  • Accuracy and attention to details a must in this role
  • Strong presentation skills
  • Detail oriented with ability to deliver project deliverables with little supervision
  • Excellent written, verbal and e-mail skills, with the ability to interface effectively with individuals at various levels
  • Flexible and willing to work in shift schedules, extended hours and during weekends as per business needs
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