WFM / Workforce Manager (MOA, Pasay)
4 weeks ago
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
- 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 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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