About the Position: Workforce Manager (MOA Pasay) | OnsiteWork Arrangement: 100% OnsiteLocation: MOA PasayWork Schedule: Monday to Friday, 5:00 AM 4:00 PM (may vary based on business requirements, AU Program)Responsibilities:- Develop monthly, daily, and interval forecasts by analyzing historical data and considering factors such as special events, seasonality, growth trends, weather, and other relevant influences.- Prepare short-term forecasts and adjust future volume projections as needed to maintain optimal staffing levels at all times.- Create, update, and manage the Capacity plan to ensure staffing, seating, and logistical needs are met while balancing cost efficiency and performance.- Generate and review schedules to align with business needs, ensuring excellent customer service.- Lead and supervise a dedicated and proactive team of Workforce Managers (WFMs), ensuring all Service Level Agreements (SLAs) across accounts are achieved.- Enhance client satisfaction by effectively managing service levels, staffing, scheduling, and real-time adherence solutions.- Safeguard organizational assets by adhering to the principles of the Quality and Information Security Management System.- Act as the primary point of contact for all Workforce Management-related concerns.Requirements:- At least 2 years of college education (without back subjects)- Minimum of 3 years of experience as a Workforce Manager- Strong skills in forecasting, scheduling, and real-time management are essential- Excellent organizational skills to meet critical deadlines- High accuracy and meticulous attention to detail- Effective presentation skills- Ability to deliver projects with minimal supervision, paying close attention to detail- Excellent written, verbal, and email communication skills, with the ability to interact effectively at various organizational levels- Flexible and willing to work in shifts, extended hours, and weekends as required by business needs
