Workforce Management Director

4 weeks ago


Taguig, National Capital Region, Philippines IOPEX Technologies Philippines - Taguig Full time
Workforce Management Manager

We are seeking a highly skilled Workforce Management Manager to join our growing team at IOPEX Technologies Philippines - Taguig. As a key member of our workforce management team, you will be responsible for managing the performance of a team comprised of a Workforce Lead and Workforce Analysts.

Key Responsibilities:

  • Manage performance of a team comprised of a Workforce Lead and Workforce Analysts
  • Roll out agent schedules that meet required and committed capacity for programs assigned on a weekly basis
  • Forecast resource requirements and create a seat capacity planning
  • Conduct formal employee performance reviews, establish development plans, initiate promotions, pay adjustments, disciplinary actions, and terminations
  • Create and maintain meaningful dashboards and reports

Requirements:

  • Must have at least 2-3 years of experience as a Workforce Supervisor or Manager
  • Must have experience in handling a team of leads and workforce analysts
  • Ability to properly handle escalated complaints and diffuse conflict
  • Ability to learn new concepts and quickly, and remain current with the technology and tools that support the requirements of the team
  • Ability to operate within a challenging and fast-paced environment
  • Ability to multi task, shift focus between the queue and follow-up to ensure all calls are answered within an appropriate time frame
  • Able to embrace change within the account, team and management
  • Determined leader and can motivate the team to perform
  • Approachable and exudes patience when asked for guidance
  • Contribute to employee life cycle decisions by communicating with Manager regarding status of employee's performance or any issues that could result in performance plans or disciplinary

What We Offer:

  • Competitive salary package
  • Exciting employee engagement activities
  • Learning sessions every week
  • Fast career growth
  • Accessible location
  • HMO (Free Dependent)
  • OT/Holiday pay
  • Leave credits
  • Leave conversions
  • Night differential
  • Uncapped annual appraisal
  • 2 days off

At IOPEX Technologies Philippines - Taguig, we offer a dynamic and engaging work environment that values our employees' growth and well-being. If you are a motivated and experienced Workforce Management Manager looking for a new challenge, we encourage you to apply for this exciting opportunity.



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