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Strategic Workforce Operations Manager

1 week ago

Olongapo City, Central Luzon, Philippines Buwelo an Exact Star Company Full time

Buwelo, an Exact Star Company, is seeking a Strategic Workforce Operations Manager to join our team.

Job Description

This role involves analyzing the impact of volume, Average Handling Time (AHT), and shrinkage on staffing requirements. The ideal candidate will maintain operational forecast variance to plan, advising the WFM lead on staffing needs and performance issues impacting service levels in a timely manner.

The successful candidate will analyze staffing plans to ensure that delivery locations are appropriately staffed based on client requirements and internal capacity plan numbers. They will also assist the WFM lead with forecasting and capacity planning processes through monthly discussions and graphical analysis of volumes, AHT, and volume drivers.

Maintaining a professional and collaborative working relationship with clients is crucial in this role. Flexibility regarding requests and actions assigned to meet client needs is also essential. Working within multidisciplinary teams across all Buwelo Sites requires effective communication and problem-solving skills.

The position may require flexibility around working hours and some international travel. We are looking for someone who can communicate and celebrate success and achievements, as well as provide assistance to analysts in their delivery of workload.

Requirements
  • At least 2-3 years of experience in a Workforce Management (WFM) role directly working on Real-Time, Scheduling, Forecasting, and Reporting.
  • Able to work in a fast-paced, real-time environment, managing multiple challenges each day.
  • Proficient in Excel, PowerPoint presentation, and data analysis.
  • Can combine information from multiple data sources and take meaningful action as a result.
  • Can explain data to all levels of the business, adjusting style accordingly.
  • Able to investigate the root cause of challenges and find solutions.
  • Experience creating and managing reports in at least one of the following programs: VDI, Citrix, Vicidial, Steripoint dashboard, Zendesk, Genesys, Vonage Salesforce, Niceone in-contact reporting tool, Talkdesk, Power BI reporting tool.