Workforce Operations Manager

3 days ago

Manila, National Capital Region, Philippines VXI Global Solutions Full time
Workforce Operations Manager

Company Overview:

VXI Global Solutions is a leading provider of outsourcing and offshoring consulting services. We empower local communities across entire regions by creating meaningful livelihoods and supporting truly sustainable growth.

Job Description:

The Senior Workforce Manager will be responsible for the day-to-day execution of workforce plans. This includes providing guidance and leadership to WFM personnel, assisting the Workforce Director in achieving staffing efficiencies and other productivity metrics, and administering communication to and from Operations and other support departments.

Key Responsibilities:

  • Provides guidance and leadership to WFM personnel.
  • Assists the Workforce Director in achieving staffing efficiencies and other productivity metrics.
  • Administers communication to and from Operations and other support departments.
  • Collects, analyzes, and reports historical center performance statistics.
  • Manages long-term and short-term forecast/staff plan and leads monthly staff plan/budget meetings.
  • Works with Human Resources, Recruiting, and Training to coordinate the hiring and training of new employee resources.
  • Oversees intraday management of scheduling procedures, analysis of real-time workload requirements, and call routing to manage performance to service level requirements.
  • Manages physical seating capacity and utilization at the sites.
  • Administers setup and utilization of WFM software and reporting tools.
  • BCP owner from the WFM side.
  • Manages training of WFM staff at the sites. Oversees training of new hires on schedule process.
  • Drives process consistency and compliance to WFM-related standard operating procedures.
  • Drives engagement and uplifts team belongingness among workforce management personnel supporting different programs at the site.
  • Recognizes and recommends operational and support improvements.
  • Performs other duties that may be assigned from time to time.

Requirements:

  • Overall experience of 10 years and at least 5 years in a forecasting and/or planning role.
  • Vendor management experience or working with multi-site/geos for forecasting by allocating volume.
  • Experience of FTE modelling, simulations, and scenario planning.
  • Working with budget requirements when creating a forecast.
  • Experience in building relationships with other data to drive forecasts.
  • Strong communicator and decision maker.
  • Hands-on experience on Erlang C/scheduling tools, Five9 preferred.
  • Strong attention to detail and sense of professionalism, and ability to develop relationships.
  • Great at written and verbal communications.
  • Can bring forecasting techniques to our business and implement them with success.
  • COPC and/or lean six sigma principles preferred.
  • Highly proficient with Excel using VLOOKUP, SUM, SUMIF, and COUNTIF statements.
  • Excel VBA and Macro experience preferred.

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