Workforce Management Team Leader

2 weeks ago

Manila, National Capital Region, Philippines InteLogix Full time ₱420,000 per year

JOB RESPONSIBILITIES:

SCHEDULING OPTIMIZATION:

Master Scheduler: Develop and implement efficient agent schedules across all contact channels (phone, email, chat, etc.) considering forecasted demand, service level agreements, labor laws, and employee preferences.

Capacity Planning Expert: Analyze historical data and trends to accurately forecast contact volumes and staffing needs.

Schedule Efficiency: Continuously evaluate schedule effectiveness, identify opportunities for improvement, and implement changes to minimize shrinkage and maximize resource utilization.

Leave Management: Oversee the scheduling and approval of employee time off requests, ensuring adequate coverage is maintained at all times.

REAL-TIME MANAGEMENT:

Performance Monitoring: Monitor real-time adherence to schedules, identify deviations, and take corrective actions to address staffing imbalances (e.g., call outs, unexpected spikes in volume).

Dynamic Adjustments: Make real-time adjustments to schedules and staffing levels throughout the day to optimize performance and meet service level targets.

Communication Hub: Communicate effectively with Operations and other departments to address real-time events and ensure a seamless customer experience.

REPORTING AND ANALYSIS:

Data-Driven Insights: Oversee the creation and analysis of key performance indicators (KPIs) such as service levels, occupancy, adherence, and productivity.

Performance Reporting: Prepare regular reports and presentations for management, highlighting trends, insights, and actionable recommendations.

Root Cause Analysis: Analyze data to identify the root causes of performance issues and develop solutions for improvement.

TEAM LEADERSHIP:

Lead by Example: Provide guidance, coaching, and mentorship to a team of WFM Analysts, fostering a positive and collaborative work environment.

Performance Management: Conduct regular performance reviews, identify training needs, and support the professional development of team members.

Teamwork Champion: Foster a strong team spirit, encouraging open communication, collaboration, and knowledge sharing.

QUALIFICATIONS:

  • Strong proficiency in any WFM software (e.g., Genesys, NICE IEX, Aspect eWFM) and advanced knowledge of scheduling principles and techniques.
  • Bachelor's degree in any related field (e.g., Business Administration, Operations Management)
  • 2+ years of experience in a contact center WFM role with a focus on scheduling and real-time management
  • 1+ years of experience leading or supervising a team
  • Strong understanding of contact center operations and key performance indicators
  • Proven ability to effectively manage schedules, analyze data, and drive team performance.
  • Must be amenable to work on a graveyard/nightshift schedule following EST/CST Timezone.

Job Types: Full-time, Permanent

Pay: From Php35,000.00 per month

Benefits:

  • Additional leave
  • Company Christmas gift
  • Company events
  • Employee discount
  • Free parking
  • Health insurance
  • Life insurance
  • On-site parking
  • Paid training
  • Pay raise
  • Promotion to permanent employee
  • Work from home

Education:

  • Bachelor's (Required)

Experience:

  • Workforce management: 2 years (Required)
  • Leadership: 1 year (Required)

Work Location: Remote

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