Manager of Staff Efficiency

1 week ago

Cebu City, Central Visayas, Philippines beBeeWorkforce Full time ₱900,000 - ₱1,300,000
Workforce Manager Job Description

As a Workforce Manager, you will be responsible for ensuring the effective management of workforce operations. This includes reviewing forecasts, schedules, and plans developed by team members to ensure completion, accuracy, and adherence to standards.

You will also partner with Business Development, Operations, and Clients to develop new models to support staffing and volume changes. Additionally, you will lead reviews of Call Center efficiency and customer service performance to ensure client needs and financial performance are met.

Furthermore, you will partner with support functions (IT) to ensure that forecasting, planning, and scheduling tools/software are properly configured and maintained to support the Workforce Management team.

Required Skills and Qualifications:
  • Must have 2-4 years Workforce Management experience
  • Associate's degree in related field from a four-year college or university with more than seven years of relevant experience (with at least two years of Progressive Mgmt Experience) preferred
  • Experience with forecasting, capacity planning and scheduling software tools
  • Excellent communication skills, both written and verbal. Ability to effectively present information to internal and external associates
  • Advanced Microsoft Office skills
  • Demonstrated ability to organize and prioritize projects in a fast-paced and deadline-oriented business environment
  • Demonstrated ability to mentor, coach and provide direction to a team of employees
  • Demonstrated ability to take initiative and ownership with focus on continuous improvement
  • Excellent attention to detail
  • Demonstrated ability to foster customer service disposition and sense of professionalism for self and team
  • Solid understanding of the organization's business operations and industry. Demonstrated business acumen
  • Demonstrated ability to comprehend, analyze, and interpret
Benefits:

This role is accountable for the performance and results of a team within own discipline or function. The successful candidate will receive assignments in the form of objectives and determine how to use resources to meet schedules and goals.

The role requires adaptability to resolve operational challenges and decisions are guided by policies, procedures, and business plan. The candidate will also provide technical guidance to employees, colleagues, and/or customers.

Others:

This position is classified as an Associate level role and is full-time. The job function is Customer Service and Management, and the industry is Outsourcing and Offshoring Consulting.

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