Workforce Services Associate Director

3 weeks ago

Quezon City, National Capital Region, Philippines Risewave Consulting Inc. Full time
We are seeking a highly experienced and data-driven Workforce Management Lead to oversee and optimize workforce planning, scheduling, and performance across our 24/7 voice and non-voice operations. This role demands a strategic leader with a strong analytical background, capable of delivering insight.

RESPONSIBILITIES:

• Strategic Workforce Planning & Capacity Management:
o Develop and implement long-term and short-term workforce strategies to meet business objectives and client SLAs.
o Conduct comprehensive capacity planning and forecasting, considering historical data, seasonal trends, and future growth projections.
o Optimize resource allocation across voice and non-voice channels to ensure efficient service delivery.
o Identify and mitigate potential staffing risks and capacity constraints.

• Data-Driven Analytics & Business Reporting:
o Develop and maintain comprehensive workforce performance dashboards and reports, providing actionable insights to management.
o Analyze key performance indicators (KPIs) such as occupancy, adherence, service level, and attrition to identify trends and areas for improvement.
o Utilize data analytics to drive informed decision-making and optimize workforce utilization.
o Automate reporting processes and create real time dashboards.
o Provide detailed analysis on forecasting accuracy.

• Scheduling & Real-Time Management:
o Oversee the development and implementation of efficient scheduling strategies to meet fluctuating call volumes and workload demands.
o Manage real-time adherence and service level performance, making necessary adjustments to ensure optimal service delivery.
o Implement and maintain workforce management tools and technologies.
o Manage and improve the scheduling process.

• Team Leadership & Development:
o Lead, mentor, and develop a team of workforce management analysts and specialists.
o Conduct regular performance reviews, provide constructive feedback, and identify training needs.
o Foster a culture of continuous improvement and data-driven decision-making.
o Ensure proper succession planning.

• Process Improvement & Innovation:
o Identify and implement process improvements to enhance workforce efficiency and effectiveness.
o Stay abreast of industry best practices and emerging workforce management technologies.
o Explore and integrate Generative AI tools and techniques to optimize workforce planning and scheduling, where applicable.
o Utilize and implement six sigma methodologies to improve processes.

• Client & Stakeholder Communication:
o Communicate workforce performance insights and recommendations to clients and internal stakeholders.
o Collaborate with operations and other departments to ensure alignment on workforce strategies.

SKILL AND QUALIFICATIONS:

• Open to both college graduates and undergraduates with solid experience in Workforce Management

• Must have at least 12 years of experience in Workforce Management

• Must have at least 10 years of experience in Leadership role (Director, AVP, President)

• BPO experience

Project Shift Schedule: Rotation
Location: Cubao, Quezon City
Work Setup: Onsite

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