Workforce Management Professional

2 months ago


Taguig, National Capital Region, Philippines IOPEX Technologies Philippines - Taguig Full time

Job Title: Workforce Management Professional

About the Role:

We are seeking a highly skilled Workforce Management Professional to join our team. As a Workforce Management Professional, you will be responsible for managing the performance of a team, rolling out agent schedules, forecasting resource requirements, and creating meaningful dashboards and reports.

Responsibilities:

  • Manage the performance of a team comprised of a Workforce Lead and Workforce Analysts.
  • Roll out agent schedules that meet required and committed capacity for programs assigned on a weekly basis.
  • Forecast resource requirements and create a seat capacity planning.
  • Conduct formal employee performance reviews, establish development plans, initiate promotions, pay adjustments, disciplinary actions, and terminations.
  • Create and maintain meaningful dashboards and reports.

Requirements:

  • Must have at least 2-3 years of experience as a Workforce Supervisor or Manager.
  • Must have experience in handling a team of leads and workforce analysts.
  • Ability to properly handle escalated complaints and diffuse conflict.
  • Ability to learn new concepts and quickly, and remain current with the technology and tools that support the requirements of the team.
  • Ability to operate within a challenging and fast-paced environment.
  • Ability to multi task, shift focus between the queue and follow-up to ensure all calls are answered within an appropriate time frame.
  • Able to embrace change within the account, team and management.
  • Determined leader and can motivate the team to perform.
  • Approachable and exudes patience when asked for guidance.
  • Contribute to employee life cycle decisions by communicating with Manager regarding status of employee's performance or any issues that could result in performance plans or disciplinary action.

What We Offer:

  • Competitive salary package.
  • Exciting employee engagement activities.
  • Stability (Continuously getting pioneer accounts).
  • Learning sessions every week.
  • Fast career growth.
  • Free Parking Passes.
  • Accessible location.
  • HMO (Free dependent).
  • Leave credits/Leave conversions.
  • Night differential.
  • Uncapped annual appraisal.
  • 2 days off.


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