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Staffing Optimization Manager

1 week ago

Taguig, National Capital Region, Philippines HGS Offshore Staffing Solutions (HGS OSS) Full time
About the Role

The Workforce Management Supervisor at HGS Offshore Staffing Solutions (HGS OSS) is responsible for ensuring the smooth operation of the Service Delivery Team. This includes forecasting, scheduling, and monitoring staff performance to optimize resource utilization. The successful candidate will have exceptional analytical and leadership skills, with experience in using workforce management tools such as CXone.

The key responsibilities of this role include:

  • Forecasting and Planning: Analyzing historical data and current trends to forecast interaction and case management volumes, ensuring adequate resource allocation across all servicing channels.
  • Staff Performance Management: Monitoring key performance indicators (KPIs), providing coaching and guidance to staff members, and implementing improvements to enhance overall performance.
  • Leadership and Development: Leading and developing the Workforce Management team to ensure consistent performance improvement, accurate reporting, and efficient scheduling.

The ideal candidate will possess a Bachelor's/College Degree in any field, with at least 1-2 years of working experience in a similar position. Strong business acumen, excellent communication skills, and technical proficiency in workforce management systems are essential for success in this role.