Operational Workforce Solutions Manager

4 days ago

Makati City, National Capital Region, Philippines beBeeOperations Full time ₱2,064,838 - ₱3,514,757
Operational Workforce Management Specialist

A professional who provides analytical support and consultative guidance around established processes and procedures, enabling teams to optimize costs, revenue delivery, and guest experience through proper policy adherence.

Key Responsibilities:
  • Real-Time Call Performance Monitoring - Monitor agent and queue performance to ensure adherence to all applicable Key Performance Objectives (KPOs) and targets.
  • Customer Service - Maintain a consistent, high-quality customer-focused orientation, listening and communicating with customers to address their needs.
  • Business Continuity - Serve as the contact center hub for Reservations Operations and Customer Care, providing triage, escalation, and communication support for emergencies and system outages.
  • Business Support - Reporting and analytics for WFM reporting or metrics, researching root cause analysis and reasons KPOs or targets were not achieved.
  • Staff Schedules - Completion of staff schedules in an efficient, accurate, and timely manner, liaising with Global Workforce Management on staffing or scheduling issues.
  • Payroll - Accurate reporting on Schedule Exceptions and providing correct details to the Payroll Department.
  • Additional Duties - Basic troubleshooting to accommodate work-from-home agents with technical issues.
Key Skills & Experiences:

Education:

A high school diploma or Associate Degree in Business Administration or an equivalent combination of education and relevant work experience is required.

Experience:

1-3 years of business experience in Call Center and/or workforce management environment systems, terminology, and processes are preferred.

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