Workforce Manager
10 hours ago
What does a Workforce Manager do? Think of yourself as one of the key leaders of the department, so not just anyone is qualified for this role We make sure we get the best of the best, after all, we are a ridiculously good company so we make sure our employees are top notch. So come on, now we need your full concentration because it's time to imagine what it's like being a Workforce Manager.
Imagine yourself going to work with one thing on your mind: to deliver the world's best customer experience by striking a balance between service and cost. As you tackle your new tasks for the day, you know that it will lead to one thing: that you will supervise the Operational and fiscal activities of the Workforce Management team.
As a Workforce Manager, you will ensure accuracy of billing processes and procedures for all clients within the site. You will identify and report on account profitability opportunities and recommend strategies to improve campaign processes. You will be held accountable for schedule adherence, service level, absenteeism, and other applicable service and efficiency metrics. Along with this, you will forecast and prepare for voice and non-voice volume and monitor seat occupancy, average handle time and other factors to measure campaign performance. You will also work closely with stakeholders and clients to resolve manpower staffing and scheduling concerns. You will manage the campaign in accordance with company policies, procedures, and client service level metrics and expectations.
Do you have what it takes to become a Workforce Manager?
What is it we're looking for? Since this is a Managerial post, we need someone who is seasoned, someone with leadership and organizational skills, to even call themselves one. If you have been managing people and teams in a Workforce Supervisor, Workforce Associate Manager, Workforce Assistant Manager post for at least 3 years, then it's you we are looking for
We need someone who has the ability to manage multiple, complex, ongoing tasks and projects. Someone who has a high attention to detail and has a strong desire to optimize procedures and processes. We need someone who is proficient in statistical analysis and possesses good computer and software skills. Someone who has a working knowledge of database applications such as MS Office (Excel, Outlook, Powerpoint), or the ability to learn technology very quickly. We also need someone to put in knowledge on Capacity planning. Forecasting and knowledge in Google Suites is a plus
Job Type: Full-time
Pay: Up to Php100,000.00 per month
Ability to commute/relocate:
- Las Piñas: Reliably commute or planning to relocate before starting work (Required)
Application Question(s):
- Do you have prior experience supervising Operational and fiscal activities of Workforce Management team?
- Willing to work Onsite and work at any shift?
Experience:
- Assistant Workforce Manager: 3 years (Required)
- People Management: 3 years (Required)
- Workforce Management: 3 years (Required)
- Google Suite: 3 years (Required)
- Leadership and Organizational : 3 years (Required)
Work Location: In person
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