Workforce Manager

Job Title:
WORKFORCE MANAGER

The
Workforce Manager
ensures vital contribution in the realization of production by using the right CSR (skills) at the right moment, in the right amounts, to the right costs in such a way that operations can realize and/or optimize its financial and quantitative targets. The WFM Manager is the First Point of Contact and responsible for WFM in one or more clients/accounts. WFM Manager focuses on adding value by:

• Managing communication lines and ensuring meeting structures (Planner, RTA, OPS)
• Secure organizational structure, process, and standard operational procedures
• Assure quality control.
• Secure best practices and a standard approach alignment
• Advising Operational Management and endorsing Continuous Improvement

KEY TASKS AND RESPONSIBILITIES

Responsible for job performance and development of each team member:

• Establishing which capabilities are required and into which level individual team members have the potential to fulfill these requirements.
• Monitoring the implementation of work activities of individual team members both qualitatively and quantitatively
• Periodically reviewing personal development by means of mutual discussion and recording of personal development.
• Coaching/motivating team members to enable them to fulfill requirements, qualitatively and quantitatively.
• Having regular team meetings and organizing team-building activities
• Attending and participating in planning consultations between WFM and the Client Team regarding planning

Attending and carrying out screening tests, pre-hire tests, job interviews, etc.Development and continuous improvement of services delivered by WFM in favor of the operations, in such a way that optimum quantitative results are achieved and in line with WFM's statement of direction:

• Developing, optimizing, and safeguarding the structure, systems, instruments, and procedures in relation to WFM at the Account level
• Continuous planning improvement aims for a more efficient and effective schedule.
• Determine conditions and targets of WFM.
• Managing expectations of internal customers (Account)
• Increasing satisfaction level of internal customers (Account)
• Highlighting alterations in company regulations regarding planning and schedules and consulting the HR department
• Deploying and safeguarding implementation WFM in accordance with COPC and Qualfon standard way of working
• Where relevant: interface with external clients regarding WFM performance and Forecast/Capacity Management or other WFM-related topics.

In charge of ensuring successful WFM Planning and WFM Intraday Management implementation:

• Safeguarding and encouraging communication amongst staff, based on communication lines, meeting structure, and requirements to the organization of the account.
• Quality control of delivered WFM products and processes.
• Making available, in time, the weekly schedule for all Accounts and complete CSR staff
• Organizing and allocating work and tasks, together with SPC WFM Supervisors for Planners, Schedulers, and RTA staff
• Evaluating and implementing restoring measures * Increasing satisfaction level of stakeholders (OM/GM, OPS Manager, Supervisor, CSR, and WFM staff)
• Achieving set targets / WFM targets
• In charge of troubleshooting and problem-solving
• Dealing with complaints and dissatisfaction regarding WFM

Providing additional information regarding optimizing the team set up, in such a way that timely actions can take place:

• Analyzing and advising on possible production and team optimization
• Detecting and reporting of possible bottlenecks
• KPI Performance Report Review and follow up.

SOCIAL RESPONSIBILITIES:
The WFM Manager performs various activities in close consultation and collaboration with other members of the local WFM team, WFM shared production centers, and/or WFM support teams, mainly with the WFM staff assigned to his projects. Besides them, the WFM Manager has frequent contact with operational management (operational and general Manager) and client (partner/vendor Management). Discussing planning and available capacity and other WFM-related topics with all those concerned, mainly facilitated and organized around standard meetings part of the WFM process. Directing functional Planners and RTA staff. Consulting with general managers, operations managers, and account/vendor Management about the nature and scope of potential projects and developments or based on own or the team-provided analysis. Intermediating role in the occurrence of complaints and problems.

SUCCESS FACTORS OF THE ROLE

• Strong communication skills (on different levels within the organization) spoken and written in local and English languages.
• Knowledge of and experience with WFM systems
• Well-developed and proven analytical & and mathematical abilities
• Initiative
• Team player
• Result oriented.
• Punctual and accurate work methods
• Convincing and influencing skills.
• Customer orientated.
• Organization awareness
• Initiative
• Flexible
• Ability to organize and coordinate tasks/work.
• Good knowledge of WFM processes, staffing/scheduling, and contact center environment

REQUIRED QUALIFICATIONS

• Bachelor's Degree: Business Information Management, Economics, Logistics, Communication or Mathematics
• Effective and strong operational language proficiency in Business English and any other required languages to perform the job (e.g., the language of the business location)
• Advanced proficiency in mathematical and analytical skills
• Advanced proficiency in communication skills and interview/meeting structures
• Strong collaboration skills
• Basic computer skills and elementary proficiency and knowledge of MS Office (Word, Excel, and Outlook) and Windows/Mac OS X
• Ability to focus on performance and results, and to act accordingly.
• Proficiency and experience with forecasting, capacity management, production, and/or personnel planning
• Advanced problem signaling and solving skills.
• Advanced proficiency and knowledge of MS Office (Excel)
• Knowledge of and/or experience with WFM systems, preferably Verint
• Knowledge of general contact center processes
• Leadership skills
• Coaching skills and experience
• Project, time, and change management skills
• Knowledge of the COPC methodology
• Knowledge of the Lean Six Sigma methodology

PREFERENTIAL QUALIFICATIONS:

• Result-oriented collaboration
• Proactivity
• Proficiency in using the right influencing skills in the right situation.
• Experience in applying coaching and leadership skills at the management level of small teams.
• Elementary knowledge of the complete WFM process, specific calculations, procedures, tools, and terminology
• Effective communication & feedback
• Experience and skills in HR management or processes
• Proficiency in organizing, hosting, plan, and participate effectively in (internal and external) meetings.

SOFT SKILLS

• Reliability
• Responsible
• Emphatic
• Adaptability

WORK LOCATION:
Skyrise 3 Bldg., Cebu IT Park, Apas, Cebu City
(Office-Based, Night Shifts)