Clark | Workforce Manager

We design, build and deliver end-to-end CX for many of the world’s leading brands. With a global footprint across 31 countries, 60,000+ people and 60 languages, we deliver flexible solutions that leverage our expertise in cultural nuance and CX. We offer domain expertise in tech-augmented front-to-back-office CX, Digital Consumer Engagement, CX Consulting, and proprietary digital solutions for industry verticals. Majorel is a global leader in Content Services, Trust & Safety, with a culture of entrepreneurship that drives reliability and digital transformation.

The Workforce Manager is responsible for the overall management and direction of the workforce team. This role analyzes work volume variances to forecast and provides direction to adjust scheduling and staffing levels. It monitors service levels and directs real-time forecasting to meet targets, and provides guidance to management on efficient and cost-effective strategies to deliver on service level agreements.

• Manage a team of 5–10 intraday specialists across multiple sites.
• Manage a team of 3–5 report analysts.
• Analyze past volume and staffing patterns and implement staffing based on client forecasts to ensure service goals are met.
• Oversee all real-time and intra-day activities to meet operational and client goals.
• Conduct analyses and recommend solutions to real-time performance issues with the operational business units.
• Validate forecasting and staff planning and collaborate with Account Managers.
• Ensure all required WFM data is tracked and trended continuously.
• Interface with Account Managers/Director for escalation of service-impacting issues as needed.
• Coordinate with the Director of Operations to interface with clients and handle account management issues.
• Manage staff schedules and responsibilities of the Workforce Management team.
• Meet department budget goals by controlling costs for equipment and personnel.
• Conduct performance appraisals and establish performance objectives for direct reports.
• Coach and develop a high-performance team through strong leadership.
• Apply sound judgment and fairness when administering company policies and procedures.
• Ensure the team accurately tracks and manages call center schedule adherence.
• Monitor absenteeism and collaborate with Account Managers/Director/HR on attendance initiatives.
• Prepare daily/weekly/monthly reports and distribute to management.
• Manage staffing ratios and seat utilization/optimization to meet call center goals.
• Build effective working relationships with internal departments.
• Collaborate with the Senior Management team on initiatives to support new business growth and overall operations.

• 5–7 years of call center experience.
• Minimum 3–5 years managing Workforce Operations in a call center environment.
• College Diploma or Bachelor’s degree in Business, Finance, Management or related field.
• Strong technical, project management, implementation and process improvement skills.
• General business acumen, including reporting and analysis, presentation skills, and organizational abilities.
• Able to travel as needed.

• Excellent knowledge of workforce management systems, processes, and tools.
• Thorough understanding of Aspect eWFM tools and Avaya.
• Excellent knowledge of all phases of workforce planning, forecasting, and intra-day functions.
• Extensive experience with MS Office/Excel and workforce management tools.
• Expert knowledge of workforce planning programs and principles.
• Ability to clearly explain volumes and staffing trends and implications to the management team.
• Strong analytical abilities to provide data-driven strategies.
• Ability to work with management teams to set clear service level goals.
• Training and certification in forecasting/scheduling and related software packages.
• Proven ability to manage people, processes, and technology.
• Strategic thinker and tactical implementer.
• Experience in developing a workforce team in a call center site while meeting operational and financial objectives.
• Superior written and verbal communication skills.

Majorel Philippines Corp. is an Equal Opportunity Employer and believes that all persons are entitled to equal employment opportunity. The company does not discriminate against qualified employees or applicants because of race, color, creed, religion, sex, gender, gender identity, sexual orientation, marital status, political affiliation, union membership, national origin, ancestry, citizenship status, veteran status, age, disability, genetic information, or any other status protected by applicable law. Equal employment opportunity will be extended to all aspects of the employer-employee relationship, including recruitment, hiring, upgrading, training, promotion, transfer, discipline, layoff, recall and termination.