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Senior Manager

1 month ago

Taguig, National Capital Region, Philippines Firstsource Full time

Firstsource Taguig, National Capital Region, Philippines

Talent Acquisition Lead at Firstsource Ltd· Leadership Recruiting · High-volume Recruiting

Job Summary:

We are seeking a highly skilled Senior Manager – Workforce Management to oversee workforce planning, forecasting, and real-time management for our operations. The ideal candidate will ensure optimal staffing levels, improve efficiency, and drive workforce strategies to meet business objectives.

Key Responsibilities:

Workforce Planning & Forecasting:

  • Develop and implement workforce planning strategies to ensure optimal staffing.
  • Analyze historical data to forecast staffing requirements and business trends.
  • Collaborate with operations and HR to align workforce planning with business goals.

Real-Time & Scheduling Management:

  • Monitor real-time staffing levels and adjust as needed to optimize efficiency.
  • Ensure adherence to schedules and minimize service disruptions.
  • Implement strategies to manage absenteeism, shrinkage, and productivity.

Reporting & Analytics:

  • Generate and analyze workforce reports to provide insights on performance.
  • Identify trends and recommend actions to improve efficiency.
  • Ensure accurate and timely reporting of key workforce metrics.

Stakeholder Management:

  • Work closely with senior leadership, operations, and HR to align workforce strategies.
  • Engage with clients to understand workforce requirements and expectations.
  • Drive continuous improvements through collaboration and innovation.

Technology & Process Optimization:

  • Leverage WFM tools and technology to enhance efficiency and accuracy.
  • Implement automation and process improvements for better workforce planning.
  • Stay updated on industry best practices and workforce management trends.

Key Skills & Qualifications:

  • Bachelor's degree in Business, Operations, or a related field (MBA preferred).
  • 8+ years of experience in Workforce Management, with at least 3 years in a leadership role.
  • Strong expertise in workforce forecasting, scheduling, and real-time management.
  • Proficiency in WFM tools (e.g., Verint, NICE, IEX, Aspect, etc.).
  • Excellent analytical and problem-solving skills.
  • Strong stakeholder management and leadership abilities.
  • Experience in BPO, Contact Centers, or similar environments preferred.
Seniority level

Mid-Senior level

Employment type

Full-time

Job function

Outsourcing and Offshoring Consulting

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