Workforce Manager
1 month ago
We are seeking a skilled Workforce Manager to join our team in Bonifacio Global City, Taguig. As a Workforce Manager, you will be responsible for ensuring that service level agreements for various programs are met. You will oversee call volume, daily attendance, and program break schedules.
Responsibilities:
- Real Time Queue and Service Level Management
You will facilitate monitoring of various programs assigned to you, ensuring interval and day-wise service levels are met through off-the-phone activity and break management. You will also maintain AHT updates and regularly flag defaulters.
You will provide break and OTP schedules to Operations and engage with them to inform of current queue status and what they need to do to mitigate service level shortfall.
- Reporting Management
You will facilitate interval and day-end reporting for various programs and ensure that attendance reporting is current at all times.
- Maintains Timekeeping tool
You will facilitate upload of employee schedules into the timekeeping system, facilitate corrections/amendments to scheduling information, and generate compliance reports and other reports coming from the timekeeping system.
The ideal candidate should have general knowledge of Service Level, Occupancy, and Capacity, experience in dealing with Operations Personnel at various levels in terms of real-time schedule management, advanced skills using Microsoft Excel, ability to prioritize and meet tight deadlines, analytical skills with attention to detail, ability to maintain composure in critical situations, and excellent English communication and listening skills.
This is an onsite position with a salary range of P450,000 - P600,000 per annum, depending on your qualifications and experience. The company offers competitive salary packages, exciting employee engagement activities, stability, learning sessions every week, fast career growth, free parking passes, accessible location, HMO (free dependent), leave credits/leave conversions, night differential, uncapped annual appraisal, and 2 days off.
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