Director Of Operations

1 week ago

Quezon City, Philippines RCReign International Manpower Agency Full time

Workforce Planning & Forecasting Lead the development and implementation of workforce planning strategies Create short-term and long-term workforce forecasts based on historical data, seasonal trends, and upcoming business needs Monitor workload patterns and ensure the right resources are in place to meet demand Collaborate with senior leadership and business units to align WFM strategies with business goals Scheduling & Resource Allocation Oversee the creation and optimization of employee schedules across multiple teams or departments Ensure that the proper number of agents are available to meet service level agreements (SLAs) and handle fluctuating volumes Monitor real-time performance metrics and adjust schedules or staffing levels accordingly Real-Time Management Monitor real-time staffing and queue levels, adjusting schedules and reallocating resources in response to unforeseen demand Resolve staffing issues, including absenteeism or unexpected call volumes, to maintain operational efficiency Provide direction and support to the team in real-time to ensure the achievement of performance targets Performance Reporting & Analysis Analyze performance data, including service levels, adherence, occupancy, and shrinkage, to identify trends, gaps, and areas for improvement Produce and present detailed WFM reports for senior leadership, offering insights and recommendations for operational improvements Utilize forecasting and scheduling tools to generate accurate reports on staffing needs and performance metrics Team Leadership & Development Lead and mentor a team of WFM professionals, including analysts, schedulers, and planners Develop and implement training programs to upskill team members on WFM best practices, tools, and techniques Foster a culture of continuous improvement, driving team performance through feedback, coaching, and development opportunities Collaboration with Other Departments Work closely with other departments such as HR, Operations, and IT to ensure WFM processes are aligned with business needs Collaborate with recruitment teams to ensure the timely acquisition of talent to meet staffing requirements Engage with operations leadership to align workforce strategies with business goals and customer experience expectations Cost Management & Efficiency Monitor and manage WFM-related budgets, identifying areas for cost savings while maintaining performance standards Continuously evaluate and implement process improvements to drive operational efficiency Technology & Tools Oversee the use of WFM software and tools to improve scheduling, forecasting, and reporting accuracy Stay current on industry trends and technologies to bring innovative WFM solutions to the organization Qualifications Should be a director in his current role for minimum 1 year. And 10+ years in a BPO or call center environment. #J-18808-Ljbffr

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