WFM Department Head

7 days ago


Davao City, Davao, Philippines VXI Global Solutions Full time
About this Role

This Workforce Manager position at VXI Global Solutions involves overseeing the workforce department, which encompasses forecasting, scheduling, and real-time account monitoring.

Main Responsibilities:

  • Supervise WFM personnel to guarantee efficient workforce planning and deployment.
  • Establish and utilize WFM software and reporting tools to boost performance.
  • Communicate effectively with Operations and other support departments to facilitate smooth workflow.
  • Analyze historical performance data to inform key business decisions.
  • Develop and lead the long-term forecast/staff plan and collaborate with stakeholders on budget meetings.
  • Partner with HR, Recruiting, and Training to streamline the hiring and training process.
  • Develop and implement multi-skill training programs for existing agents.
  • Ensure clear communication with new hires regarding schedule processes.
  • Optimize short-term workload forecasting to guarantee sufficient staffing levels.
  • Determine and apply scheduling philosophy to optimize schedule assignments.
  • Proactively schedule discretionary activities like training, meetings, overtime, and undertime.
  • Oversee intraday scheduling procedures, analyze real-time workload requirements, and adjust call routing to meet service level targets.
  • Prioritize efficiency, occupancy, and service targets.
  • Analyze and report employee performance, including schedule adherence.
  • Identify and suggest operational enhancements.
  • Perform additional tasks as required.

Requirements:

  • Minimum 3 years of experience in Workforce Management, with 1 year in a management capacity.
  • Healthcare experience is beneficial.
  • Familiarity with CMS, Blue Pumpkin Activity Manager, and other WFM-related tools used for monitoring and data capture.


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