Workforce Management Specialist

5 days ago


Manila, National Capital Region, Philippines WNS Global Services, Inc. Full time

Job Summary

The WFM Deputy Manager is responsible for overseeing key workforce management processes to support data-driven decision-making.

  • Analyzes workforce data to develop effective staffing strategies.
  • Implements efficient workforce management practices to enhance productivity.
  • Coaches team members and conducts regular performance feedback sessions.
  • Establishes team's performance indicators, analyzes, and communicates compliance and risk to the group.
  • Develops action plans to resolve service delivery and/or service level issues.

Qualifications

  • Preferably Bachelor's degree in Business Administration, Operations Management, or a related field.
  • Amenable to work onsite in Eastwood Philippines.
  • Able to adapt to nightshift/graveyard shift schedules.
  • Minimum of 5 years of Workforce Management experience in a Contact Center environment.
  • At least 3 years of managing groups of Workforce Analysts and/or Leaders providing end-to-end services.
  • Proven experience in using workforce-related tools and applications.


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