Manager-Workforce Management-WFM

4 hours ago

Philippines EXL Full time ₱1,500,000 - ₱2,500,000 per year
Description

NA

Responsibilities
  • Generates month-wise, day-wise and interval-wise forecast incorporating historical trends and other factors such as special events, seasonality, chum or growth, weather etc. 
  • Runs short term forecast and re-forecast/adjust future volume projections as needed to ensure optimum staffing at all times
  • Creates, maintains and updates the Capacity plan and ensures that staffing requirements, seat requirements and logistics are being delivered while balancing cost and performance
  • Generates/reviews schedules accordingly to meet the business requirements enabling superior customer service
  • Provides leadership and supervision to a highly engaged and self-sufficient team of WFMs, ensuring that all SLAs are met across accounts
  • Drives high client satisfaction by managing service levels situations and providing staffing, scheduling and Real-Time Adherence solutions
  • Protects the organization's assets thru upholding the principles of the Quality Information Security Management System
  • Serves as the main point of contact for all WFM concerns
Qualifications
  • 4 years minimum experience in Workforce Management
  • Excellent skills in forecasting, scheduling and real-time time management a must
  • Strong organizational skills to ensure critical timelines are met
  • Accuracy and attention to details a must in this role
  • Strong presentation skills
  • Detail oriented with ability to deliver project deliverables with little supervision
  • Excellent written, verbal and e-mail skills, with the ability to interface effectively with individuals at various levels
  • Ability to effectively prioritize workload in a fast paced, real-time and frequently changing environment while remaining detailed and organized
  • Demonstrate analytical, organizational, problem solving and creative thinking skills
  • Respond positively to change, embracing and using new practices or values to accomplish goals and solve problems
  • Flexible and willing to work in shift schedules and during weekends

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