Senior Workforce Operations Manager

1 month ago


Mandaluyong City, National Capital Region, Philippines Recruiter PH Full time
Job Summary

The Senior Workforce Operations Manager will be responsible for driving corporate initiatives, delivering metrics and optimizing performance of the team through continuous interaction with stakeholders to achieve contractual objectives and corporate goals.

Key Responsibilities
  • Onboarding new accounts in Location/Delivery Assurance vertical, including communication with WFM Shared Services and identifying deviations from standard SOD.
  • Participating in action and strategic planning processes to establish annual objectives and goals for the organization.
  • Managing internal and external audits with processes and controls.
  • Developing resources under their span of control.
  • Providing operations directors/managers with input on possible resolutions, providing solutions to escalated issues, and updates.
  • Performance managing all employees reporting directly/indirectly under them.
  • Developing programs/modules/projects or other initiatives for WFM Team's development and efficiency.
  • Serving as a resource for training and reporting of Call Center-WFM efficiencies, account/team/individuals statistical analysis, and process improvement.
  • Participating in customer presentations, client calls, and quarterly business reviews to represent the workforce management department.
Requirements
  • At least 3 years of people management experience, with at least 2 years of managerial experience in WFM (supervisors as direct reports).
  • Experience in RTA, Scheduling, Cap Planning & Forecasting.
  • Knowledge of manual and tool-based scheduling, capacity planning, and forecasting, including creating schedules from scratch.
  • Client-facing skills.
Compensation and Benefits

$80,000 - $100,000 per year, depending on experience. Additional benefits include health insurance, retirement plan, paid time off, and professional development opportunities.



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