Workforce Management Associate Manager

4 days ago


Taguig, National Capital Region, Philippines TASQ Staffing Solutions Full time

Job Overview

TASQ Staffing Solutions is a leading provider of workforce management solutions. We are seeking an experienced Workforce Management Associate Manager to join our team.

About the Role

This role is responsible for planning and managing the staffing needs of our contact center. The successful candidate will have a strong background in workforce management, with experience in developing and implementing optimal staffing plans.

  • Main Responsibilities
    • Develop and implement optimal staffing plans using forecasts and other staffing assumptions to support contractual goals.
    • Assist in providing staffing requirements for all new and existing businesses, preparing short-term and long-term staffing projections.
  • Performance Metrics
    • Publish finalized staffing plans every week after discussions with stakeholders and taking into account business dynamics and customer requirements.
  • Key Skills
    • Excellent communication and analytical skills.
    • Strong ability to interpret data and identify trends.
    • Ability to be proactive in developing trust and professional rapport with employees and team members.

Qualifications:

  • A minimum of two years of experience in workforce management in a contact center environment.
  • English proficiency.
  • Strong verbal and written communication skills; able to communicate in a clear, constructive, and professional manner.
  • Ability to be customer-oriented in managing communications and issues.
  • Strong analytical skills; able to interpret data, identify trends, and make suggestions for improvements.
  • Ability to be proactive in developing trust and professional rapport with employees and team members; work as a team player.
  • At least one year of experience as a Resource Planner/Capacity Planner.
  • Experience with applications such as CMS Avaya Supervisor, eWFM, IEX. Strong knowledge of MS-Excel.
  • Ability to communicate/present with various levels of stakeholders.
  • Good knowledge of WFM concepts.
  • Good analytical skills.
  • Ability to identify and understand trends and patterns.
  • Knowledge of multi-skill/site/vendor scheduling scenarios with experience of handling omni-channel programs would be an added advantage.

Requirements:

  • Good communication and good to excellent Excel skills.
  • Experience in creating full-blown schedule shells.
  • Tool knowledge on using NICE IEX tool.


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