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Clark - Workforce Optimization Lead

1 week ago

Angeles City, Central Luzon, Philippines Majorel Full time
About Majorel
Majorel Philippines Corp. is an Equal Opportunity Employer that believes in providing equal employment opportunity to all qualified employees and applicants. We are committed to fostering a diverse and inclusive work environment that promotes creativity, innovation, and growth.

Workforce Operations Supervisor Role
The Workforce Operations Supervisor plays a crucial role in ensuring the successful delivery of our client's services. The successful candidate will be responsible for leading a team of Workforce Professionals, developing and implementing strategies to improve workforce productivity, quality, and efficiency, and collaborating with leadership to identify opportunities for process improvements.

Responsibilities:
  • Lead a team of 15-20 Workforce Professionals across multiple sites and accounts.
  • Develop and implement strategies to improve workforce productivity, quality, and efficiency.
  • Analyze work volume variances and forecast staffing levels to meet service level agreements.
  • Monitor service levels and direct real-time forecasting to meet client expectations.
  • Collaborate with leadership to identify opportunities for process improvements and implement changes.
  • Provide coaching, training, and development opportunities to team members to enhance their skills and knowledge.
  • Maintain high-level professionalism and serve as a role model for the team.

Qualifications:
  • 7-9 years of call center experience.
  • Minimum 2-4 years managing Workforce Operations in a call center environment.
  • College Diploma or Bachelor's degree in Business, Finance, Management, Mathematics, Statistics, Computer Science, or a related field.
  • Strong technical, project management, implementation, and process improvement skills.
  • General business acumen, including reporting and analysis, presentation skills, and organizational abilities.