Workforce Manager (MOA Pasay) | Onsite
- Pasay City, Metro Manila
- Permanent
- Full-time
- 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 organizations assets thru upholding the principles of the Quality Information Security Management System
- Serves as the main point of contact for all WFM concerns
- Candidate must possess at least a Bachelors/College Degree
- 3 years minimum experience as Workforce Manager
- 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
- Flexible and willing to work in shift schedules, extended hours and during weekends as per business needs