Workforce Manager

7 days ago

Pasig, National Capital Region, Philippines Transcom Worlwide Full time

Transcom is looking for talented individuals like you to join our awesome team Be the next Workforce Manager for our Transcom Davaosite.

Join our Transcom Family as a Workforce Manager

The Workforce Manager possesses a strong knowledge of real time management workforce, scheduling employees, workload forecasting, staff planning, reporting/analytics, and team leadership in a multi-channel contact center environment. This position is responsible for leading a geographically dispersed team of analysts charged with planning, scheduling, monitoring, analyzing, and managing contact center queues based on historical and real time workload, and staffing trends. This leader is responsible for the attainment of all service level and efficiency goals, building relationships with external client/s and cross-functional business teams not limited to internal Workforce Management, Operations and IT; providing clear reporting and communication to a diverse team, and developing analysts to achieve their full potential. They are experts on the various software platforms used within the department.

Primary Duties & Responsibilities:
  1. Accountable for the performance, productivity and effectiveness of Workforce Management Teams.
  2. Define, develop and execute WFM processes for the contact centers in conjunction with cross-functional departments.
  3. Conducts regular meetings with team members to continuously communicate key information regarding changes to business and/or policies and procedures.
  4. Provides leadership, direction and growth opportunities to members of the department, performing those responsibilities in accordance with the Company's policies and applicable laws.
  5. Works with the Human Resources Department to resolve more complex team-related issues.
  6. Responsible for interviewing and hiring new team members, and dispersal to assigned operations team.
  7. Achieves operational objectives by contributing information and recommendations for strategic plans to prepare action plans, implementing into production and call center standards.
  8. Regularly audits Workforce operations to ensure quality of service delivery.
  9. Oversee that proper training is available and/or conducted for Workforce Management personnel.
  10. Develop, refine, and execute a strategic plan to ensure all client contractual obligations are met – by interval, daily, weekly and/or monthly.
  11. Assures that near real-time agent performance data is maintained to support operations management with accurate performance coaching information.
  12. Responsible for analyzing call and staff forecasts to identify needs and corrections.
  13. Proactively works with the operations managers to assure that staffing requirements are understood and being addressed.
  14. Participates in planning for off-line activities to support operations needs including training and meetings.
  15. Proactively communicates needs and opportunities to operations management about staff optimization and cost management.
  16. Acts as a point of contact for any service impacting issues and contact center response/s.
  17. Manage special projects as assigned by Director of Workforce Management.
  18. Maintains a positive work environment.
  19. Performs other related duties as required.
What we are looking for:

To be successful in this role you must…

Educational Background:
  1. College graduate of a business or technical course and from a reputable institution.
Work Experience:
  1. Minimum of 5 years of Workforce Management experience in Contact Center environment.
  2. With at least 3 years of managing group/s of Workforce Analysts and/or Leaders providing end to end services to multiple campaigns, or combined agent headcount of more than 6,000.
  3. Solid experience in supporting inbound contact center/s, and preferably with hands on experience supporting a work-at-home operations set up.
Skills Requirements:
  1. Mastery of Workforce Management Mathematics.
  2. Expert user of WFM applications not limited to Aspect eWFM, Verint, iEX, etc.
  3. Able to clearly articulate performance results to internal and external stakeholders.
  4. Excellent verbal and written communication skills. Ability to communicate in a clear and concise manner.
  5. Must be a quick thinker, with high sense of urgency, and sound problem solving skills.
  6. Ability to continually support people through individual development plans.
  7. Excellent facilitation skills.
  8. Able to start and manage one of more simultaneous projects.
  9. Extensive background in process writing and can perform periodical compliance audit.
  10. Exceptional analytical skills.
  11. Proficient in using Microsoft Office software products.
What's in it for YOU

Driven by our "Malasakit" culture, we make certain that our team members are well-cared for. Hence we are proving these employee benefits, which you'll be able to utilize once you join our team

  • Day 1 HMO
  • Meal & Transportation Allowance
  • Rice Subsidy
  • Clothing Allowance
  • 24/7 Teleconsult
  • Free Psychologist Consultation
  • In-house & Online Pharmacy
  • Scholarship Program
  • Retirement Fund
  • Free Meal & Medicine (through Transcom's Tap Card Rewards)
  • Loyalty Incentives
  • Accidental & Life Insurance
  • Free Shuttle Service
What Life at Transcom is like

At Transcom, we're relentlessly committed to our clients and each other. Every day, someone starts their journey with Transcom. Taking the potential they have today, and turning it into skills for the future. Getting recognized for working hard, being a team player, and supporting others. Championing positive, lasting change in their teams and communities. That's just how we are at Transcom. Here we care, and root for each other. You're included, just as you are, from day one. And with the right mindset, there's no end to how far we can go together.

We are highly driven by our "Malasakit" culture. Transcom, in its very core, is all about an inclusive team that is focused on people. It all comes down to setting the bar for dignity, equality, and respect. It means that each one takes part in proactively shaping, cultivating, and building the company we want to work and live in. This is why genuine concern is so vital to us.

#J-18808-Ljbffr

  • Workforce Manager

    3 weeks ago

    Pasig, National Capital Region, Philippines Transcom Worldwide Philippines, Inc. Full time

    On-site - Pasig 3-5 Yrs Exp Bachelor Full-timeJob DescriptionTranscom is looking for talented individuals like you to join our awesome team Be the next Workforce Manager for our Transcom Ayala 30th site.Join our Transcom Family as a Workforce ManagerThe Workforce Manager possesses a strong knowledge of real-time management workforce, scheduling employees,...

  • Workforce Manager

    2 weeks ago

    Pasig, National Capital Region, Philippines Transcom Worlwide Full time

    Transcom is looking for talented individuals like you to join our awesome team Be the next Workforce Manager for our Transcom Pasig site.Join our Transcom Family as a Workforce ManagerThe Workforce Manager possesses a strong knowledge of real-time management workforce, scheduling employees, workload forecasting, staff planning, reporting/analytics, and team...

  • Workforce Manager

    3 weeks ago

    Pasig, National Capital Region, Philippines Transcom Full time

    Transcom is looking for talented individuals like you to join our awesome team Be the next Workforce Manager for our Transcom Ayala 30th site.Join our Transcom Family as a Workforce ManagerThe Workforce Manager possesses a strong knowledge of real time management workforce, scheduling employees, workload forecasting, staff planning, reporting/analytics, and...

  • Workforce Manager

    2 weeks ago

    Pasig, National Capital Region, Philippines TaskUs Full time

    About TaskUs: TaskUs is a provider of outsourced digital services and next-generation customer experience to fast-growing technology companies, helping its clients represent, protect and grow their brands. Leveraging a cloud-based infrastructure, TaskUs serves clients in the fastest-growing sectors, including social media, e-commerce, gaming, streaming...

  • Workforce Operations Manager

    1 week ago

    Pasig, National Capital Region, Philippines Transcom Worldwide Philippines, Inc. Full time

    About the RoleWe are seeking a seasoned Workforce Operations Manager to lead our Contact Center team. As a key member of our management team, you will be responsible for ensuring that our workforce operations run smoothly and efficiently.The ideal candidate will have a strong background in workforce management, with experience in planning, scheduling, and...

  • Workforce Manager

    4 weeks ago

    Pasig, National Capital Region, Philippines J-K Network Services Full time

    Client Profile: This company combines technical and functional competence with extensive cross-vertical and cross-domain knowledge to assist in achieving business objectives. Its sustained success has earned it two Deloitte Global Recognition Awards. They provide a flexible and scalable global delivery strategy that combines onshore and offshore delivery...

  • Workforce Operations Manager

    3 days ago

    Pasig, National Capital Region, Philippines Transcom Worldwide Philippines, Inc. Full time

    Job DescriptionThe Workforce Manager plays a critical role in ensuring the efficient operation of our contact centers. This position requires strong leadership and management skills, as well as expertise in workforce management mathematics and software applications.The successful candidate will be responsible for planning, scheduling, monitoring, analyzing,...

  • Workforce Optimization Manager

    7 days ago

    Pasig, National Capital Region, Philippines Transcom Worlwide Full time

    At Transcom Worldwide, we are committed to delivering exceptional customer experiences through our innovative workforce management solutions. As a Workforce Optimization Manager, you will play a key role in driving business growth and success by leading high-performing teams of analysts.Key Responsibilities:Develop and implement strategic plans to optimize...

  • Strategic Workforce Manager

    1 week ago

    Pasig, National Capital Region, Philippines The Results Companies Full time

    Job OverviewWe are seeking an experienced Strategic Workforce Manager to join our team at ResultsCX. In this role, you will play a crucial part in ensuring the efficient management of our workforce, utilizing your expertise in forecasting, scheduling, and analysis.

  • Workforce Manager

    3 weeks ago

    Pasig, National Capital Region, Philippines Enshored Full time

    Enshored Pasig, National Capital Region, PhilippinesWorkforce ManagerEnshored Pasig, National Capital Region, Philippines3 days ago Be among the first 25 applicantsDirect message the job poster from EnshoredSpecifically responsible for checking the accuracy & timeliness of generated reports of the entire team hence, evaluating and providing feedback to the...

  • Workforce Management Executive

    1 week ago

    Pasig, National Capital Region, Philippines Transcom Worldwide Philippines, Inc. Full time

    Contact Center Workforce Leadership OpportunityWe are seeking a seasoned Contact Center Workforce Leader to join our team. As a key member of our workforce management team, you will be responsible for planning, scheduling, and monitoring contact center operations.The ideal candidate will have a strong background in workforce management, with experience in...

  • Workforce Planning Manager

    1 week ago

    Pasig, National Capital Region, Philippines Support Services Group Full time

    The Workforce Planning Manager will be responsible for analyzing data trends, forecasting demand, and providing actionable insights to support workforce planning and operational efficiency.RESPONSIBILITIES:Analyze historical data to develop accurate demand forecasts and resource requirements.Provide actionable insights through data analysis and reporting to...

  • Strategic Workforce Planning Manager

    4 days ago

    Pasig, National Capital Region, Philippines Jollibee Group of Companies Full time

    Workforce Planning and Development:The Jollibee Group of Companies seeks a highly skilled and experienced professional to lead the design, development, and implementation of comprehensive workforce planning and development programs. As a key member of the Human Resources team, the successful candidate will be responsible for analyzing workforce data and...

  • Workforce Management Director

    3 days ago

    Pasig, National Capital Region, Philippines Transcom Worldwide Philippines, Inc. Full time

    RequirementsEducation and ExperienceA minimum of 5 years of Workforce Management experience in a contact center environment, with at least 3 years of managing groups of analysts.Skills and QualificationsMastery of Workforce Management Mathematics and software applications, such as Aspect eWFM, Verint, iEX, etc.Excellent verbal and written communication...

  • Workforce Management Director

    7 days ago

    Pasig, National Capital Region, Philippines Transcom Worlwide Full time

    Transcom Worldwide is seeking an experienced Workforce Management Director to lead our teams of analysts and contribute to the development of strategic plans to optimize contact center operations. As a seasoned professional with at least 5 years of experience in workforce management, you possess a strong knowledge of real-time management, scheduling, and...

  • Workforce Manager Leader

    7 days ago

    Pasig, National Capital Region, Philippines Transcom Full time

    Job DescriptionWe are seeking a highly skilled Workforce Manager Leader to join our team. The successful candidate will be responsible for leading a geographically dispersed team of analysts in planning, scheduling, monitoring, analyzing, and managing contact center queues based on historical and real-time workload, and staffing trends.The Contact Center...

  • Workforce Management Analyst

    2 weeks ago

    Pasig, National Capital Region, Philippines Stealth Monitoring Full time

    Stealth Monitoring is looking for talented individuals like you Be the next Workforce Management Analyst. Stealth's Workforce Analyst is responsible for ensuring that the Monitoring Center meets the established standards of quality including reliability, usability, and performance.About the companyStealth Monitoring is North America's leading provider of...

  • Workforce Management Analyst

    3 weeks ago

    Pasig, National Capital Region, Philippines Stealth Monitoring Full time

    Stealth Monitoring is looking for talented individuals like you Be the next Workforce Management Analyst. Stealth's Workforce Analyst is responsible for ensuring that the Monitoring Center meets the established standards of quality including reliability, usability, and performance. The WFM Analyst ensuresAbout the companyStealth Monitoring is North America's...

  • Multichannel Workforce Manager

    7 days ago

    Pasig, National Capital Region, Philippines Transcom Full time

    Responsibilities and ExpectationsThe Workforce Manager Leader will be responsible for leading a geographically dispersed team of analysts in planning, scheduling, monitoring, analyzing, and managing contact center queues based on historical and real-time workload, and staffing trends.This position is responsible for ensuring that all client contractual...

  • Workforce Planner

    2 weeks ago

    Pasig, National Capital Region, Philippines TaskUs Full time

    About TaskUs: TaskUs is a provider of outsourced digital services and next-generation customer experience to fast-growing technology companies, helping its clients represent, protect and grow their brands. Leveraging a cloud-based infrastructure, TaskUs serves clients in the fastest-growing sectors, including social media, e-commerce, gaming, streaming...