Workforce Management Professional Leader
2 weeks ago
We are looking for a talented Workforce Management professional to join our growing WFM team at IOPEX Technologies Philippines - Taguig.
About the RoleThe successful candidate will have a strong background in workforce management, with experience in handling teams of leads and analysts. They will be responsible for managing performance, rolling out agent schedules, forecasting resource requirements, and conducting formal employee performance reviews.
Key Responsibilities- Manage performance of a team comprised of a Workforce Lead and Workforce Analysts
- Roll out agent schedules that meet required and committed capacity for programs assigned on a weekly basis
- Forecast resource requirements and create a seat capacity planning
- Conduct formal employee performance reviews, establish development plans, initiate promotions, pay adjustments, disciplinary actions, and terminations
To be successful in this role, you will need:
- A minimum of 2-3 years of experience as a Workforce Supervisor or Manager
- Experience in handling a team of leads and workforce analysts
- Ability to properly handle escalated complaints and diffuse conflict
- Ability to learn new concepts and quickly, and remain current with the technology and tools that support the requirements of the team
- Ability to operate within a challenging and fast-paced environment
We offer a competitive salary package, exciting employee engagement activities, stability, learning sessions every week, fast career growth, free parking passes, accessible location, HMO (free dependent), leave credits/leave conversions, night differential, uncapped annual appraisal, and 2 days off.
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Workforce Management Professional
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