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Workforce Manager

1 week ago

Quezon City, National Capital Region, Philippines WNS Careers - Philippines Full time
Job Description

This position is responsible for efficiently managing the real-time operation and communicating performance results. The selected candidate will be expected to lead, develop, and coach a team of WFM executives.

Responsibilities
  • Manage attendance policy adherence and real-time efficiency.
  • Take lead in operations governance meetings for scheduling and real-time management.
  • Review and ensure timely cascade of weekly service level projections.
Required Skills and Qualifications
  • Minimum of 5 years' experience in call center / BPO setup with scheduling experience.
  • Minimum of 3 years' experience in WFM preferably in a supervisory role.
  • Amenable to work onsite and Australian shift timings.
  • College Diploma or Bachelor's degree in Business, Finance, Management, Mathematics, Statistics, Computer Science or a related field.
  • Experience in collections is an advantage.
  • Two or more years' experience working with WFM tools/technologies such as NICE IEX, Genesys, and CxOne.
  • Experience in creating reports and dashboards.
  • Proficient in MS Office applications, especially MS Excel.
  • Strong analytical and leadership skills.