BPO Workforce Manager
2 weeks ago
About the job: Workforce Manager (MOA Pasay) | Onsite
Work Setup: 100% Onsite
Work Location: MOA Pasay
Work Schedule: M-F, 5am-4pm—can change depending on the business need (AU Program)
Responsibilities:
Generates month-wise, day-wise, and interval-wise forecast incorporating historical trends and other factors such as special events, seasonality, churn or growth, weather, etc.
Runs short-term forecast and re-forecasts/adjusts future volume projections as needed to ensure optimum staffing at all times
Creates, maintains and updates the Capacity plan and ensures that staffing requirements, seat requirements and logistics are being delivered while balancing cost and performance
Generates/reviews schedules accordingly to meet the business requirements, enabling superior customer service
Provides leadership and supervision to a highly engaged and self-sufficient team of WFMs, ensuring that all SLAs are met across accounts
Drives high client satisfaction by managing service-level situations and providing staffing, scheduling and Real-Time Adherence solutions
Protects the organizations assets thru upholding the principles of the Quality Information Security Management System
Serves as the main point of contact for all WFM concerns
Requirements:
The candidate must possess at least a bachelor's/college degree.
3 years minimum experience as a workforce manager
Excellent skills in forecasting, scheduling and real-time time management a must
Strong organizational skills to ensure critical timelines are met
Accuracy and attention to detail are a must in this role
Strong presentation skills
Detail-oriented with ability to deliver project deliverables with little supervision
Excellent written, verbal and e-mail skills, with the ability to interface effectively with individuals at various levels
Flexible and willing to work in shift schedules, extended hours and during weekends as per business needs
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