Director of Workforce Management

Acquire Intelligence View all jobs

Mandaluyong City, Metro Manila
Permanent
Full-time

1 day ago

We’re an award-winning global outsourcer providing contact center and back office services on behalf of our global clients. Come work at a place where innovation and teamwork come together to support the most exciting missions in the world!Acquire Intelligence exists to help businesses unlock smarter ways of working. We believe that by combining the best of people, process, and automation, companies can grow faster and operate with greater confidence. Our purpose is to remove complexity, improve performance, and drive intelligent transformation for organizations around the world.As an Acquire Intelligence employee, your role is vital in achieving and exceeding individual and team targets that support company objectives, while building and maintaining customer relationships. You’re also responsible for complying with and enforcing procedures aligned with our information security policies.As a values-led organization, we expect all our team members to exemplify our four values of Curious and Clever, Entrepreneurial Energy, Fast with Intent and Laugh and Learn.A SNAPSHOT OF YOUR ROLEAs Director of Workforce Management, you will be responsible for the leadership and management of the Workforce Management Team supporting operating in the following geographic locations: Australia, Dominican Republic, Philippines, and the United States of America.As an Acquire Intelligence employee, your role is vital in achieving and exceeding program account individual and team key performance indicator (KPI) targets supporting Company Objectives and Key Results (OKR), while building and maintaining excellent client-customer and internal customer relationships. You are responsible for WFM team compliance and enforcement of all Company policies and procedures with strict adherence to Company Information Security Compliance.Your day could see you:

Managing and directing the daily activities of Acquire BPO Workforce Management including designated WFM teams working at multiple site locations, operating globally.

Leading, planning, and managing forecasting and all WFM resource planning and real time operations functions concerned with comprehensive call/contact center environment and backoffice programs.

Leading, coaching, mentoring, training, disciplining, and reviewing WFM managers, supervisors, and analysts

Acting as a trusted advisor to Client Services and Operations leaders for WFM information and operational efficiencies. Source and answer questions relative to contact center workforce management, contact center operations efficiency, and assigning tasks, following up and giving instructions as needed.

Ensuring WFM team members receive the appropriate support and training to apply the best skills and knowledge on the job.

Ensuring best in class WFM performance measurement and monitoring, and ensure annual performance reviews of WFM Managers, Supervisors and Analysts are managed successfully.

Run centralized capacity planning as directed by the Chief Operating Officer, Country Manager or Vice President of Operations ensuring accurate strategic planning information is available to the CEO, CCO, COO, VP, and Site Directors.

Compiling and maintaining accurate workforce rosters, schedules and updates of all scheduled and on-call Operations personnel, while also ensuring all Ops and WFM supervisors and analysts can use all lists as required.

· Creating, and updating critical workforce-related databases, reports, and systems, and organizing activities related to maintenance and repair of equipment· Preparing and directing the development and communication of all workforce schedules for all training and production teams in all account operating locations, globally· Developing and leading Operations Planning support functions for the account program, including management of client forecasts, capacity planning, staffing planning and schedules delivery and resource planning activities as required· Monitoring seat capacity and utilization of resources and planning for surge and scaling up workforce.· Facilitating client-facing resource planning, capacity planning meetings supporting client services requirements· Leading WFM Real Time Operations management of workforce teams including monitoring attendance of Agents and analysts, schedule compliance and adherence to schedule breaks and shifts as necessary and provide reporting· Communicating solutions, successes, and opportunities to members of the WFM team, Client Services and Operations Directors, the VP of Operations and client partner management· Practicing and ensuring compliance with all Acquire, country location and account organization’s policies and procedures· Performing other duties as assignedA BIT ABOUT YOU· A college graduate, preferably of a technical course, which may be substituted by industry and WFM experience and certifications.· At least three (5) years of Workforce Management experience in contact center operations.· At least two (3) years of WFM management experience managing dynamic team(s).· Ability to design documented procedures, policies and training sufficient to grow, develop and lead all WFM staff.· Must be a critical thinker who can contribute to challenging assignments in a business-critical environment· Strong quantitative and analytical skills with the ability to apply these efficiently to plan and prioritize work· Good decision-making skills and maintain calmness under high pressure and tight timelines. Extensive familiarity with call center software applications including intermediate to advanced skills using MS Excel and WFM systems· Knowledge and experience with Avaya, Cisco, CMS, eWFM, Verint, IEX, NICE and Tableau, are a plus· Possesses excellent written and verbal communication and comprehension skills.· Ability to maintain strict confidentiality and effectively interact with employees at all levels of the organization and work with a variety of people from diverse backgrounds.WHAT SUCCESS LOOKS LIKE· Uninterrupted business operations.· Highly satisfied customers.· Achievement of KPIs.· Highly motivated and high-performing workforce.WHAT WE VALUEWe’re proud of our diverse global team, all working in a collaborative environment and happy to share these common values:· Curious and Clever: Smart questions spark smart solutions.· Entrepreneurial Energy: Think like an owner. Solve like a founder.· Fast with Intent: We move fast and deliver real results.· Laugh and Learn: We don’t take ourselves too seriously, just our results.We help companies grow faster and operate smarter by delivering intelligent outsourcing and automation solutions.Our mission is to eliminate inefficiencies, automate with intent, and reallocate work to where it performs best, always guided by safety, flexibility, and innovation.Join the A-Team and experience the A-Life!

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