Workforce Manager, Cebu
6 days ago
Career Opportunity: Workforce Manager
Location: Cebu
Qualifications:
- At least 5 years of experience in WFM and 8 years overall in the BPO/call center industry.
- Strong knowledge of Planning, Forecasting, Scheduling, Real-Time Management, and Reporting.
- Proficient in Excel and experienced in WFM tools such as Aspect/IEX/BP Standard Tools and Avaya CMS.
- Knowledge of VBA, MS Access, or SQL is a plus.
Key Responsibilities:
- Oversee and deliver all aspects of Workforce Management (WFM) — Planning, Scheduling, Forecasting, Real-Time Management, and Reporting.
- Generate accurate and timely dashboards and reports to support client and internal requirements.
- Ensure all SLA metrics (Service Level, Abandon Rate, etc.) are consistently met.
- Analyze data, identify trends, and recommend strategies for performance and revenue enhancement.
- Manage client relationships (internal and external) and ensure timely, accurate delivery of MIS reports.
- Lead a team, foster collaboration, and maintain data confidentiality.
- Proactively identify and implement improvements in workforce efficiency.
Job Types: Full-time, Permanent
Benefits:
- Company events
- Life insurance
- Paid training
- Promotion to permanent employee
Work Location: In person
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