WFM Manager

2 weeks ago

Metro Cebu Central Visayas, Philippines Go-Get Data Consultancy Full time ₱480,000 - ₱720,000 per year

Job title: WFM Manager

Account: Healthcare

Type of Support: Voice

Work set up: 100% Onsite in Cebu

Work shift: US Business Hours

Salary: Up to 68K

Start date: ASAP

Job Description:

Leading a team for performing data analysis and reporting statistical reports and key trends as support for business decisions. Daily, Month end and Quarter end Report generation, PPTs, in-depth and accurate data analysis. Developed various dashboards and reports using Excel, VBA and Power BI.

Responsibilities:


• Monitor and manage headcount for processes assigned


• Validate production and non-production hiring and/or internal movements in coordination with the process heads


• Manage and monitor forecasts for volume, productivity and shrinkages


• Create Forecasts, preparing and validating the monthly invoice to be billed to the client


• Analysis of scheduling outputs and recommend changes whenever necessary


• Coordinate with internal and external stakeholders on items related to capacity planning and hiring


• Coordinate with cross-functional teams on matters related to resource planning and movements


• Supervise and train team members performing work tasks and responsibilities


• Have regular discussions with the clients both external and internal

Qualifications:


• Must be a College graduate


• At least 5-7 years of relevant experience in workforce management in a BPO setting


• With Advanced Excel experience (VLOOKUP, Pivot Table, etc.)


• Good working knowledge of computer i.e., MS-Office, Above average MS Excel knowledge is required.


• Excellent verbal & written communication & presentation skills


• Good Interpersonal & people management skills with a good problem-solving approach.


• Report and dashboards creation


• Experience of stakeholder management and client interaction


• Exposure with real-time, scheduling, forecasting, capacity planning, etc.


• Expert knowledge of service procedures


• Good analytical skills for MIS, number crunching & reporting to internal & external customers


• WFM Tool Competency (IEX, eWFM , etc.)


• RTA/MIS Experience is advantageous


• Can work with minimal supervision and has initiative


• Not a job hopper


• Willing to work onsite

Relevant Job titles:


• reports analyst, data analyst, reporting analyst, capacity planner, scheduler and forecaster

Recruitment Process:


• Initial Interview: HRI (Human Resource Interview)


• Final Interview: Operations with WFM Sr Manager

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