Workforce Manager

22 hours ago


Taguig, National Capital Region, Philippines TASQ Staffing Solutions Full time

Company Overview:

TASQ Staffing Solutions is a leading provider of innovative staffing solutions for businesses.

Salary:

$80,000 - $100,000 per annum based on experience.

Job Description:

We are seeking an experienced Workforce Manager to join our team. The successful candidate will be responsible for optimal staffing using forecasts and other staffing assumptions to support contractual goals.

The ideal candidate will have two+ years of workforce management experience in a contact center environment, English proficiency, strong verbal and written communication skills, and ability to communicate with various levels of stakeholders.

Responsibilities include:

  • Support the Team: Assist in providing staffing requirements for all new and existing businesses, preparing short-term and long-term staffing projections using optimal staffing plans.
  • Uphold Performance Metrics: Publishes finalized staffing plans every week after discussions with stakeholders and taking into account business dynamics and customer requirements.
  • Take the Lead: Manages manpower requisitions that come out of the weekly staff plans and track their status to ensure timely hiring, training, and go live.
  • Plan Ahead: Responsible for forecasting volumes, AHT, and Shrinkage based on historical data taking into account seasonality and trends.
  • Set the Path to Success: Setting KRA targets for the team while ensuring compliance with contractual obligations.

Required Skills and Qualifications:

  • Two+ years of workforce management experience in a contact center environment.
  • English proficiency.
  • Strong verbal and written communication skills; ability to communicate in a clear, constructive, and professional manner.
  • Ability to be customer-oriented in managing communications and issues.
  • Strong analytical skills; ability to interpret data, identify trends, and make suggestions for improvements.
  • Ability to be pro-active in developing trust and professional rapport with employees and team members; work as a team-player.
  • At least one year of experience as a Resource Planner/Capacity Planner experience.
  • Experience with applications such as CMS Avaya Supervisor/eWFM/IEX. Strong knowledge of MS-Excel.
  • Ability to communicate/present with various levels of stakeholders.
  • Good knowledge of WFM concepts.
  • Good analytical skills.
  • Ability to identify and understand trends and patterns.
  • Knowledge of multi-skill/site/vendor scheduling scenarios with experience of handling omni-channel programs would be an added advantage.

Non-negotiable Qualifications:

  • Good comms and good to excellent Excel skills.
  • Has experience yet on creating full-blown schedule shells.
  • Tool knowledge on using NICE IEX tool.


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