Leadership Opportunities in Workforce Management

3 days ago

Antipolo City, Calabarzon, Philippines beBeeWfm Full time
Workforce Management Team Lead

Key responsibilities include ensuring the performance, productivity, and effectiveness of the Workforce Management Team.

Key Responsibilities:

  • Define, develop, and execute WFM processes for assigned campaigns in conjunction with cross-functional departments.
  • Conduct regular meetings with team members to communicate key information regarding changes to business and/or policies and procedures.
  • Provides leadership, direction, and growth opportunities to team members, performing those responsibilities in accordance with company policies and applicable laws.
  • Achieves operational objectives by contributing information and recommendations for strategic plans to prepare action plans, implementing into production and call center standards.
  • Regularly audits Workforce operations to ensure quality of service delivery.
  • Oversees that proper training is available and/or conducted for Workforce Management personnel.
  • Develops, refines, and executes a strategic plan to ensure all client contractual obligations are met – by interval, daily, weekly, and/or monthly.
  • Assures that near real-time agent performance data is maintained to support operations management with accurate performance coaching information.
  • Responsible for analyzing call and staff forecasts to identify needs and corrections.
  • Proactively works with delivery and support leaders to assure that staffing requirements are understood and being addressed.
  • Proactively communicates needs and opportunities to operations management about staff optimization and cost management.
  • Acts as a point of contact for any service impacting issues and Movate's response/s.
  • Performs or participates in regional WFM or GWFM projects/initiatives as required.
  • Proficient or expert in at least 1 WFM tool when processing WFM output (Forecasting, Scheduling, RTM, Reporting).

Requirements:

  • At least 5 years of BPO experience in a multi-site, multi-client, BPO environment.
  • Minimum 5-year experience as an end-to-end WFM (Forecasting, Capacity Planning, Scheduling, Real-Time Management) and BI&R leader responsible for the delivery for multiple clients ranging from small-medium FTE to large FTE, as well as from organizational output.
  • With at least 3 years of managing groups of Workforce Analysts and/or Leaders providing end-to-end services to multiple campaigns.
  • Technical proficiency or experience in the utilization and output design of data tools (e.g., ActiveInsights, DOMO, SQL, DataStudio, Looker, BI, Tableau, Python, etc.).
  • Technical proficiency (inclusive of backend setup) of any WFM Tool/s (e.g., IEX (preferably), Calabrio, Verint, Alvaria, etc.).
  • Existing or last role was WFM Manager responsible for multiple clients.
  • If not at a WFM Manager level, at least 5 years of WFM experience (multifaceted) in a multi-site, multi-client, multi-campaign environment, with leadership potential.

Skills:

  • Excellent leadership and communication skills.
  • Strong analytical and problem-solving skills.
  • Ability to work in a fast-paced environment and adapt to changing priorities.
  • Proficiency in Microsoft Office Suite, particularly Excel.
  • Knowledge of workforce management software and tools.
  • Experience working with client relationships and expectations.

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