Workforce Director

4 days ago


Pasig, National Capital Region, Philippines Transcom Full time

The Workforce Manager is a key position within Transcom's operations, responsible for leading a team of analysts in planning, scheduling, and managing contact center queues. The ideal candidate will have a strong knowledge of real-time management workforce, scheduling employees, workload forecasting, staff planning, reporting/analytics, and team leadership in a multi-channel contact center environment.

Primary Responsibilities:
  1. Accountable for the performance, productivity, and effectiveness of Workforce Management Teams.
  2. Define, develop, and execute WFM processes for the contact centers in conjunction with cross-functional departments.
  3. Provide leadership, direction, and growth opportunities to members of the department, performing those responsibilities in accordance with the Company's policies and applicable laws.
  4. Achieve operational objectives by contributing information and recommendations for strategic plans to prepare action plans, implementing into production and call center standards.

This role requires expertise in Workforce Management Mathematics, proficiency in using Microsoft Office software products, and exceptional analytical skills. Additionally, the ability to start and manage one or more simultaneous projects, communicate clearly and concisely, and support people through individual development plans is essential.


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