Workforce Manager

3 weeks ago

Cebu City, Central Visayas, Philippines AmeeraTel, Inc. Full time

We are looking for a highly skilled Workforce Manager - BPO Industry to oversee workforce planning, scheduling, and real-time management while also leading data-driven decision-making for business optimization. This role plays a critical part in ensuring operational efficiency, resource optimization, and strategic insights that drive performance improvements across the organization.

Key Responsibilities:

Workforce Management:

  1. Develop and execute workforce planning strategies to ensure optimal staffing levels.
  2. Oversee forecasting, scheduling, and real-time workforce management to meet business goals.
  3. Optimize agent staffing, ensuring alignment with demand fluctuations and SLAs.
  4. Implement workforce tools and processes to enhance productivity and cost efficiency.
  5. Work closely with operations and HR teams to improve workforce utilization and efficiency.

Data Analytics & Performance Management:

  1. Lead data-driven decision-making by analyzing key workforce and operational metrics.
  2. Develop dashboards and reports to track performance, trends, and areas for improvement.
  3. Provide insights on productivity, attrition, absenteeism, and performance metrics.
  4. Collaborate with senior leadership to create actionable strategies based on data insights.
  5. Implement and manage BI tools (Power BI, Tableau, etc.) to enhance reporting capabilities.

Process Optimization & Strategy:

  1. Identify opportunities for automation, AI-driven forecasting, and workforce efficiency improvements.
  2. Develop and refine KPI measurement frameworks for better business insights.
  3. Standardize reporting and ensure data accuracy across workforce and operational reports.
  4. Work with IT and operations teams to enhance data collection and integration processes.
Seniority level

Entry level

Employment type

Full-time

Job function

Project Management and Information Technology

Industries

Outsourcing and Offshoring Consulting

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