Strategic Workforce Manager

4 days ago


Manila, National Capital Region, Philippines Enshored Inc. Full time
About This Role

We are seeking a highly skilled Workforce Analyst to join our team at Enshored Inc. As a Workforce Analyst, you will play a critical role in developing and implementing strategic workforce management approaches that drive excellence in service delivery.

Key Responsibilities:

  • Analyze workforce trends and projections to develop plans aligning with business goals and strategies.
  • Forecast staffing headcounts long-term and monitor customer contact center operations, including the development, monitoring, and analysis of key performance indicators.
  • Create optimal schedules based on trends.
  • Liaise with Other Departments/Units: Coordinates with HR Recruitment and Training for new hire classes. Collaborates with business line leaders and executives to optimize business planning and analytics. Builds strong relationships with site operations teams to ensure proper execution of the capacity plan and provide general education.
  • Develop a strategic workforce management approach integrating insights from workforce analytics, human capital best practices, and business strategy.

Requirements

To succeed in this role, you must have the following qualifications:

  1. Bachelor's degree (no specification) and advanced knowledge in planning and scheduling methodology & procedures.
  2. 6 months to 1 year of capacity planning experience in a call center environment.
  3. Extensive Workforce Management experience.
  4. Broad knowledge of contact center & customer service operations.

What We Offer

As a Workforce Analyst at Enshored Inc., you can expect a competitive compensation package and opportunities for professional growth and development.



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