Workforce Manager Lead

4 days ago


Pasig, National Capital Region, Philippines Transcom Worlwide Full time

At Transcom Worldwide, we are looking for a highly skilled Workforce Manager to lead our team in the Pasig site. As a Workforce Manager Lead, you will be responsible for overseeing the planning and scheduling of contact center operations, ensuring that we meet our service level and efficiency goals.

This is an exciting opportunity for a motivated individual with a strong background in workforce management to join our dynamic team. If you have a proven track record of success in leading high-performing teams and driving business growth, we want to hear from you

About the Role
  • Lead a team of analysts in planning, scheduling, monitoring, analyzing, and managing contact center queues based on historical and real-time workload, and staffing trends.
  • Develop and execute strategies to achieve operational objectives, including contributing information and recommendations for strategic plans.
  • Regularly audit workforces operations to ensure quality of service delivery.
  • Audit and analyze call and staff forecasts to identify needs and corrections.
Requirements
  • College graduate of a business or technical course.
  • Minimum of 5 years of Workforce Management experience in a Contact Center environment.
  • With at least 3 years of managing group/s of Workforce Analysts and/or Leaders providing end-to-end services to multiple campaigns, or a combined agent headcount of more than 6,000.
  • Solid experience in supporting inbound contact center/s, and with hands-on experience supporting a work-at-home operations setup.
  • Mastery of Workforce Management Mathematics.
  • Expert user of WFM applications not limited to Aspect eWFM, Verint, iEX, etc.

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