Workforce Lead

4 hours ago

Cebu City, Central Visayas, Philippines Innodata Knowledge Services, Inc. Full time ₱900,000 - ₱1,200,000 per year

This role is key in managing resource planning, real-time monitoring, and ensuring operational efficiency across teams.

Key Responsibilities:

  • Forecasting, scheduling, and capacity planning
  • Real-time monitoring and SLA management
  • Reporting on productivity and performance metrics
  • Collaborating with operations for continuous improvement

Educational Background

  • A bachelor's degree in Business Administration, Operations Management, or a related field is preferred.

Experience and Skills

  • At least 3 years of experience in workforce management, with a minimum of 2 years in a supervisory or managerial capacity.
  • In-depth knowledge of WFM principles within a contact center setting, including forecasting, scheduling, real-time operations, and performance reporting.
  • Proven ability to lead and motivate diverse teams, providing clear guidance, regular feedback, and effective coaching.
  • Proficient in using workforce management tools and systems.
  • Strong analytical and problem-solving skills, with a focus on data-driven decision-making.
  • Excellent communication and stakeholder engagement abilities, capable of presenting key insights to senior leaders and external clients.
  • Experience overseeing large-scale workforce initiatives or implementing workforce systems is considered an advantage.

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