Operations Efficiency Manager

4 days ago


Taguig, National Capital Region, Philippines Tata Consultancy Services Full time
About Tata Consultancy Services

Tata Consultancy Services (TCS) is a leading global IT services company that helps businesses navigate their digital transformation journey. Our comprehensive range of consulting, technology, and engineering services enables our clients to master the ever-changing demands of an evolving marketplace.

Why Join TCS?
  • We offer a dynamic work environment where you can grow professionally and personally.
  • You'll have access to cutting-edge technology and innovative solutions to solve complex problems.
  • We foster a culture of collaboration and inclusivity, where diverse perspectives come together to drive innovation.
  • We're committed to making a positive impact on society through our Corporate Social Responsibility initiatives.
Main Responsibilities
  1. Workforce Planning:
    • Analyze historical data and trends to predict future staffing needs and demand fluctuations.
    • Collaborate with operational managers to understand business requirements and ensure workforce alignment.
    • Develop and maintain short-term and long-term forecasting models to optimize resource allocation.
  2. Labor Resource Scheduling:
    • Develop and manage employee schedules based on forecasted demand, ensuring appropriate coverage for peak and off-peak hours.
    • Coordinate shift patterns, break schedules, and time-off requests, while ensuring compliance with labor laws and company policies.
    • Monitor real-time adherence to schedules and adjust as needed to address any absenteeism, unplanned time off, or changes in demand.
  3. Performance Monitoring and Reporting:
    • Track key performance indicators (KPIs) such as service levels, call abandonment rates, and agent productivity.
    • Provide regular performance reports and actionable insights to senior management regarding workforce performance, trends, and improvement opportunities.
    • Identify operational inefficiencies and recommend corrective actions or process improvements.
  4. Team Leadership and Development:
    • Manage a team of WFM analysts, planners, and schedulers to ensure efficient and accurate workforce operations.
    • Provide ongoing training, coaching, and performance evaluations to enhance the skill set of the WFM team.
    • Foster a collaborative and positive team culture to drive performance and engagement.
  5. Tech Savviness and Process Improvement:
    • Utilize WFM software, analytics tools, and systems to gather data, generate forecasts, and create schedules.
    • Stay updated on the latest trends in workforce management tools and technologies to ensure the team is utilizing best-in-class resources.
    • Collaborate with IT and other departments to optimize system performance and integrate data sources.
  6. Budget Management and Cost Control:
    • Analyze labor costs and staffing efficiency, ensuring optimal resource allocation within budget constraints.
    • Propose adjustments to headcount or scheduling practices to balance cost-saving efforts with the need to meet service targets.
  7. Stakeholder Collaboration:
    • Work closely with HR to manage staffing levels, hiring, and training to meet operational requirements.
    • Partner with senior leaders, operations managers, and other departments to align workforce strategies with organizational goals.
    • Engage with external vendors and contractors when necessary to meet business needs.


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