Manager, Workforce Management

4 weeks ago

Naga, Bicol, Philippines Quantrics Enterprises Inc. Full time
Role Overview

A disciplined, dynamic and results-oriented individual who has a strong Workforce Management background. Leads and drives workforce strategy to support operational efficiency, service level achievement, and staffing optimization across client campaigns and business units. They serve as a key partner between operations, clients, and support functions to ensure the right people are in the right place at the right time.

Responsibilities
  • Directly support and develop a team of up to 8 Workforce Team Leaders
  • Provide leadership and direction for an organization of 1000+ employees.
  • Review, recommend and implement new processes and procedures to enhance the efficiency and effectiveness of day-to-day operations
  • Effectively manage client expectations and relationships
  • Partner across the organization with operations and support groups to plan for and collectively ensure the success of the company.
  • Ensure that all ADHOC or regular reporting, audits are accurate, and timelines are met on a regular basis
Core Competencies
  • Strategic & Analytical Thinking:
    • Data Driven Decision Making, Leverages data analytics, dashboards, and performance trends to optimize service delivery and workforce planning.
  • Operational Excellence:
    • Real-Time Management skills. Deep understanding of intraday execution, schedule optimization, and real-time responses to volume fluctuations.
    • Process Improvement & Optimization, Drives initiatives to enhance WFM processes, automate reporting, and eliminate inefficiencies
  • Leadership & Influence:
    • Team Leadership & Development, coaches and grows WFM teams (planners, real-time analysts, schedulers), fosters ownership and capability-building.
    • Stakeholder Management, Builds trust and collaboration with Operations, Clients, HR, Recruitment, Training, and IT.
  • Client & Communication Excellence:
    • Client-Facing Communication, can confidently present forecasts, performance reports, risks, and action plans to internal and external clients.
    • Negotiation & Influence Balances business and client expectations through effective negotiation on staffing, metrics, and service levels.
    • Cross-Functional Collaboration, works effectively across departments to align priorities, resolve challenges, and deliver end-to-end support.
Complementary Competencies
  • Technical Proficiency:
    • WFM Tools Expertise, Knowledge on tools like NICE IEX is an advantage.
    • Reporting & Office Tools, Proficient in Excel, PPT and other MS office tools.
    • Understands how systems (telephony, CRM, ticketing) interact with WFM tools for accurate data flow and analysis.
  • Performance & Results Orientation:
    • KPI Ownership, Accountable for WFM-related metrics such as SLA, Forecast Accuracy, Shrinkage, Occupancy, Utilization, Adherence.
Qualifications
  • Educational Qualification/s
    • Educational Attainment of Bachelors Degree is required
  • Professional Qualification/s
    • Minimum of 7 years progressive WFM related work experience in the BPO/Call Center Industry
    • Minimum of 3 years work experience as Manager with extensive experience managing multiple sites/segments and larger teams
    Work Conditions
    • Able to adjust working hours as required to meet demands of supporting 24/7 call center operations and North American based client groups.
    • Ability to travel
    Performance Qualifications
    • Experience with Avaya or Cisco ACDs and Nice IEX WFM software
    • Proven track record of successful interactions with Internal Operations and Clients from Executives to Agents

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