Sr. WFM Manager

2 weeks ago

Pasig, National Capital Region, Philippines Carelon Global Solutions Full time ₱2,000,000 - ₱2,500,000 per year

Manages Real Time Analysts and Scheduling and Forecasting Analysts.

Primary duties may include but are not limited to:

  • Monitors forecasting effectiveness and accuracy at all levels
  • Partners with stakeholders to ensure workforce budgets are in place to meet forecasted customer needs and contractual commitments
  • Conducts operational review meetings to review forecast and performance variance; provides proactive analysis, presentations, and strategic recommendations for driving business improvements
  • Implements and maintains workforce management platform
  • Maintains and analyzes workforce performance, lead analysis and staffing change data for continuous quality and productivity improvement
  • Coordinates all reporting related to workforce management
  • Develops performance indicators and reporting mechanisms to measure operating standards and to facilitate effective decision support
  • Organizes project tasks, structures information collection activities, and sets timelines for completion of required tasks
  • Sponsors integrated workforce support, driving standardization of processes, scale, and efficiency in the workforce management
  • Creates criteria for WFM evaluation systems, evaluate effectiveness of existing and proposed workforce management activities
  • Ensures that effective technology solutions are utilized consistently
  • Serves as the resident expert on workforce management software package
  • Participates in long range planning and the formulation of goals
  • Oversees technology and process improvements to ensure the highest-level possible customer satisfaction and cost effectiveness
  • Collaborates with Information Systems staff to design, implement and maintain customer communications systems
  • Develops presentations around project recommendations and implementation and presents them to senior management
  • Completes special projects as needed
  • Hires, trains, coaches, counsels, and evaluates performance of direct reports.

Qualifications

  • Requires a BS/BA degree in business, statistics, or a related field
  • At least 2 years in a multi-skilled call center environment
  • 7-10 years of operations management experience including forecasting, scheduling, and real-time operations management
  • At least 2 years of experience using Workforce Management Software
  • Or any combination of education and experience, which would provide an equivalent background.

*This ad is for external candidates only. Carelon associates can apply through our internal channel.

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