Call Center Workforce Manager
2 weeks ago
Position: Workforce Manager (MOA Pasay) | Onsite
Work Setup: 100% Onsite
Work Location: MOA Pasay
Work Schedule: Monday to Friday, 5 AM - 4 PM (may vary based on business needs, especially for AU Program)
Responsibilities:
Develop monthly, daily, and interval forecasts by analyzing historical data and considering factors like special events, seasonality, growth trends, weather, etc.
Conduct short-term forecasting and revise future volume projections as needed to ensure optimal staffing levels at all times
Create, maintain, and update the Capacity Plan to ensure staffing, seat requirements, and logistics are aligned, balancing cost-efficiency and performance
Generate and review schedules to meet business demands while ensuring high-quality customer service
Lead and supervise a proactive and self-reliant team of Workforce Managers, ensuring all Service Level Agreements (SLAs) are consistently met across accounts
Enhance client satisfaction by managing service levels, staffing, scheduling, and Real-Time Adherence solutions effectively
Safeguard organizational assets by adhering to the principles of the Quality Information Security Management System
Act as the primary contact for all Workforce Management concerns
Requirements:
Bachelor's degree or higher
At least 3 years of experience as a Workforce Manager
Strong skills in forecasting, scheduling, and real-time management are essential
Excellent organizational skills to meet critical deadlines
High attention to detail and accuracy
Effective presentation skills
Ability to deliver projects independently with precision
Excellent written, verbal, and email communication skills, capable of engaging with stakeholders at various levels
Flexible and willing to work in shifts, extended hours, and weekends as required by the business
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