BPO Workforce Manager

3 weeks ago

Pagadian, Zamboanga Peninsula, Philippines TASQ Staffing Solutions Full time
Overview

About the Position: Workforce Manager (MOA Pasay) | Onsite

Work Arrangement: 100% Onsite

Location: MOA Pasay

Work Schedule: Monday to Friday, 5:00 AM 4:00 PM (may vary based on business requirements, AU Program)

Responsibilities
  • Develop monthly, daily, and interval forecasts by analyzing historical data and considering factors such as special events, seasonality, growth trends, weather, and other relevant influences.
  • Prepare short-term forecasts and adjust future volume projections as needed to maintain optimal staffing levels at all times.
  • Create, update, and manage the Capacity plan to ensure staffing, seating, and logistical needs are met while balancing cost efficiency and performance.
  • Generate and review schedules to align with business needs, ensuring excellent customer service.
  • Lead and supervise a dedicated and proactive team of Workforce Managers (WFMs), ensuring all Service Level Agreements (SLAs) across accounts are achieved.
  • Enhance client satisfaction by effectively managing service levels, staffing, scheduling, and real-time adherence solutions.
  • Safeguard organizational assets by adhering to the principles of the Quality and Information Security Management System.
  • Act as the primary point of contact for all Workforce Management-related concerns.
Qualifications
  • At least 2 years of college education (without back subjects)
  • Minimum of 3 years of experience as a Workforce Manager
  • Strong skills in forecasting, scheduling, and real-time management are essential
  • Excellent organizational skills to meet critical deadlines
  • High accuracy and meticulous attention to detail
  • Effective presentation skills
  • Ability to deliver projects with minimal supervision, paying close attention to detail
  • Excellent written, verbal, and email communication skills, with the ability to interact effectively at various organizational levels
  • Flexible and willing to work in shifts, extended hours, and weekends as required by business needs
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