Enterprise Workforce Optimization Manager
2 weeks ago
RecruiterPH is seeking a highly skilled Enterprise Workforce Optimization Manager to join our team. This role plays a crucial part in driving corporate initiatives, delivering metrics, and ensuring the optimal performance of the group.
Responsibilities- The successful candidate will be responsible for onboarding new accounts in Location/Delivery Assurance vertical, including communication with WFM Shared Services for the new account onboarding and identifying deviations from standard SOD.
- He/She will participate in the action and strategic planning process that establishes annual objectives and goals for the organization.
- The ideal candidate will ensure delivery on all contracts/SLOs and manage internal and external audits with processes and controls.
- He/She will be responsible for the development of resources under his/her span and provide Operations Director/Managers with input on possible resolutions, solutions to escalated issues, and updates.
- This position involves the performance management of all employees reporting directly or indirectly under him/her.
- The successful candidate will develop programs/modules/projects or other initiatives for WFM Team's development and efficiency.
- He/She will serve as a resource for training and reporting of Call Center-WFM efficiencies, account/team/individuals statistical analysis, and process improvement.
- The ideal candidate will participate in customer presentations, client calls, and quarterly business reviews to represent the workforce management department.
- A minimum of 3 years' people management experience with at least 2 years managerial experience in WFM (supervisors as direct reports).
- Experience in RTA, Scheduling, Capacity Planning & Forecasting.
- For Scheduling, Capacity Planning, and Forecasting, the ideal candidate should have knowledge of manual and tool-based methods and be able to create schedules from scratch.
- Client-facing skills are essential.
RecruiterPH offers a competitive salary range of $80,000 - $110,000 per year, depending on experience, location, and qualifications. We also offer opportunities for professional growth and development, a dynamic work environment, and a chance to make a real impact in the industry.
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