Clark | Workforce Manager

1 week ago

Angeles City, Central Luzon, Philippines Majorel Full time

We design, build and deliver end-to-end CX for many of the world's most respected digital-born and vertical leading brands. Our comprehensive east-to-west global footprint in 31 countries across five continents, with 60,000+ people and 60 languages, means we can deliver flexible solutions that harness our unique expertise in cultural nuance – essential for true excellence in CX. We have deep domain expertise in tech-augmented front-to-back-office CX. Plus Digital Consumer Engagement, CX Consulting, and an innovative suite of Proprietary Digital Solutions for industry verticals. We are a Global Leader in Content Services, Trust & Safety. The real 'Majorel difference' lies in our culture of entrepreneurship. We are relentless, resourceful, resilient and agile – all pulling together as One Team. It's the only way to deliver the total reliability and digital transformation necessary in our constantly changing world.

Position Summary:
The Workforce Manager is responsible for overall management & direction of the workforce team. Ensures client/customer goals are met by analyzing work volume variances to forecast and provide direction to adjust scheduling/staffing levels accordingly. Monitors service levels and directs real-time forecasting to meet service levels. Provides advice to management on the most efficient and cost effective strategies to deliver on service level agreements.

Overall Responsibilities:

  1. Manages a team of 5 – 10 intraday specialists across multiple sites.
  2. Manages a team of 3 – 5 report analysts.
  3. Analyze past volume and staffing patterns and will implement based on the forecast provided by the client staff the Service Center to ensure service goals are met.
  4. Oversee all Real-Time and Intra-Day activities to ensure operational and client goals are met.
  5. Conduct analysis and recommends solutions to real time performance issues with the operational business units.
  6. Validate forecasting and staff planning and work with Account Managers.
  7. Ensure all required WFM data is tracked and trended on a continuous basis.
  8. Interface with Account Managers/Director as needed for escalation of service impacting issues.
  9. Coordinates with Director of Operations to interface with client and handle account management issues.
  10. Manages the staff schedules and responsibilities of Workforce Management team.
  11. Meets department budget goals by controlling costs for equipment and personnel.
  12. Responsible for performance appraisals of all direct reports.
  13. Establishes performance objectives for direct reports.
  14. Coach and develop a high performance team through organizational leadership.
  15. Demonstrate sound judgment and fairness when administering Arvato Services Canada's policies and procedures.
  16. Ensure team accurately tracks and manages call center schedule adherence.
  17. Monitor absenteeism levels and work with Account Managers/ Director/HR on attendance management initiatives.
  18. Prepare daily/weekly/monthly reports and distribute to Management.
  19. Manages staffing ratios and seat utilization/optimization to ensure call center goals are met.
  20. Builds effective working relationships with internal departments.
  21. Work with Senior Management team on initiatives to support new business growth and overall operations.

Job Requirements:

  1. 5-7 years call center experience.
  2. Minimum 3-5 years managing Workforce Operations in a call center environment.
  3. College Diploma or Bachelor's degree in Business, Finance, Management or a related field.
  4. Must have strong technical, project management, implementation and process improvement skills.
  5. General business acumen, including reporting and analysis, presentation skills, and organizational abilities.
  6. Able to travel as needed.

Knowledge, Skills and Abilities:

  1. Excellent knowledge of workforce management systems, processes and tools.
  2. Thorough understanding of Aspect eWFM tools, and Avaya.
  3. Excellent knowledge of all phases of Workforce planning, Forecasting and Intra-day functions.
  4. Extensive use of MS office/ Excel spreadsheets, and workforce management tools.
  5. Expert knowledge and understanding of workforce planning programs and principles.
  6. Ability to clearly explain volumes and staffing trends and implications to management team.
  7. Strong analytical abilities to provide strategies based on historical and current data.
  8. The ability to work with management teams to ensure clear goals regarding service level agreements.
  9. Training and certification with forecasting/scheduling and related software packages.
  10. Proven ability to manage people, processes, and technology.
  11. Strategic thinker and tactical implementer.
  12. Experience in developing a workforce team in a call center site, while meeting all operational and financial objectives.
  13. 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, and the Company does not discriminate against its 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, physical or mental disability, genetic information or any other status protected by applicable federal, state or local law. Equal employment opportunity will be extended to all persons in all aspects of the employer-employee relationship, including recruitment, hiring, upgrading, training, promotion, transfer, discipline, layoff, recall and termination.

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