Workforce Optimization Manager

7 days ago

Manila, National Capital Region, Philippines Support Services Group Full time

Our company provides world-class outsourcing solutions across various industries, enabling businesses to operate efficiently and with agility.

The Workforce Optimization Manager is responsible for creating and executing workforce strategies to maximize productivity and resource utilization across multiple global sites. This role demands a strategic thinker with exceptional analytical skills to predict demand, allocate resources, and match workforce availability with client needs.

Duties include:

  • Leading and developing high-performing teams of global planners
  • Developing and overseeing the global workforce planning strategy to ensure alignment with business objectives and client service level agreements
  • Using advanced analytics to forecast workforce requirements based on historical data, seasonal patterns, and projected business needs
  • Collaborating with regional workforce managers to optimize resource allocation, minimize staffing gaps, and effectively manage surplus
  • Analyzing key performance indicators related to workforce management, such as productivity rates, utilization, and attrition, and providing actionable insights to senior leadership
  • Working closely with Operations, Human Resources, and Client Services teams to anticipate resource needs and develop proactive solutions
  • Using data to generate insights for workforce planning models and preparing comprehensive reports for senior management
  • Driving the adoption of workforce management tools and continually seeking process improvement opportunities to enhance planning accuracy and efficiency
  • Identifying and mitigating risks associated with workforce shortages or surpluses, and devising contingency plans to ensure uninterrupted service delivery

Required Skills & Qualifications:

  • Bachelor's degree in Business Administration, Operations Management, Data Analytics, or a related field. A master's degree or MBA is a plus.
  • Minimum of 5-7 years in workforce planning, preferably within a BPO or contact center environment, with experience managing global operations.
  • Proficient in workforce management software (e.g., NICE, Verint), data analysis tools (e.g., Excel, SQL, Power BI), and forecasting models.
  • Strong data analysis skills with the ability to derive meaningful insights and drive strategic decisions.
  • Excellent communication skills to articulate complex concepts to diverse audiences and lead cross-functional teams effectively.
  • Proven ability to develop innovative solutions in a fast-paced, dynamic environment.
  • Solid project management skills to lead workforce initiatives and deliver results on time.
  • Experience working in a multi-site or global workforce management role.
  • Familiarity with Six Sigma or Lean methodologies.
  • Certification in workforce planning (e.g., CWPP) or a related area is advantageous.

We're an ambitious team of innovators, risk-takers, and game-changers: the kind of folks who thrive on solving complex problems. Join us at Support Services Group, where we create amazing experiences for the world's best brands and their customers.

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