Workforce Management Team Lead

3 days ago


Manila, National Capital Region, Philippines eClerx Philippines, Inc. Full time
Job Overview

We are seeking a highly skilled Workforce Supervisor to join our team at eClerx Philippines, Inc. The successful candidate will be responsible for overseeing the day-to-day activities of the Workforce Management team while providing excellent service.

Main Responsibilities
  • Create and maintain reports such as Capacity Planning, Schedule Interval Report, and other workforce-related reports in a timely manner to ensure the success of the center.
  • Manage a group of Workforce specialists to meet expected performance, goals, attendance, and productivity by developing a professional/high-performance team.
  • Making decisions on any workforce escalated issues and communicating with other departments to improve processes or minimize workloads.
  • Attend workforce-related meetings and build professional relationships with operational leaders.
Requirements
  • Graduate of any 4-year course.
  • At least 3-5 years of experience in Workforce Management in a supervisory capacity.
  • Strong mathematical, analytical, communication, and interpersonal skills.
  • Experience in handling Voice and Backoffice accounts and reports.
  • Core competency in end-to-end workforce management (forecasting, planning, scheduling, real-time management, and capacity planning).
  • Strong customer service and negotiation skills with a sense of urgency in mind.
  • Ability to communicate effectively with all levels of management in both written and verbal forms.
  • Capable of adapting in a fast-paced environment, learning, and retaining new or evolving information and procedures.


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