Company Description iOPEX Technologies Philippines Inc. is a digital service provider offering optimized Digital Engineering, Operations, and Studio Services. The company excels in creating new products and innovative solutions for traditional and new-age businesses. With a customer-centric approach and a focus on quality, iOPEX has a strong track record of delivering beyond promises, making it a trusted partner for Fortune 500 clients. Role Description This is a full-time on-site role as a Workforce Manager located in Taguig. The Workforce Manager will be responsible for capacity planning, workforce management, program management, and workforce planning. The role involves overseeing day-to-day tasks related to workforce optimization and ensuring efficient operations. Responsibilities: Manage the WFM Team Provide effective coaching and feedback to the Assistant Managers and/or WFM Senior Executives to enable them to improve their performance Serves as a subject matter expert and mentors the team regarding Capacity Planning, Forecasting and Scheduling, and Real Time Queue Management standards, quality of outputs, problem resolution, and critical thinking Articulate performance expectations and team objectives while collecting and interpreting balanced measures to evaluate individual staff and team performance Provides recommendations on balancing staffing requirements with operational efficiencies and financial goals Review and Ensure Staffing Plan for all Processes is current and Updated Manages and coaches a team of WFM employees on performance, quality, and output. Coordinates with WFM Business Partners to ensure critical assignments and deliverables are met. Directs teams on using and applying WFM standards and tools to support operational business. Establishes development goals and works with the WFM employees on a roadmap to achieve them. Monitors the qualitative and quantitative work product produced by the team. Ensures completion of mandatory WFM training and knowledge verification. Implements and manages employee adherence to WFM standards and processes. Requirements: Bachelor's Degree preferably in Mathematics or Statistics At least 3 - 5 years of experience in managing workforce operations with the client and/or senior management interaction Expertise in capacity planning, forecasting, real-time management, reporting, and scheduling Proficient in the use of workforce management tools Excellent organizational, project management, and presentation skills Able to work with large amounts of data to identify trends and patterns. Able to manage multiple, complex, ongoing tasks and projects High attention to detail with a strong desire to optimize procedures and processes Working knowledge of database applications such as MS Office (Excel, Outlook, PowerPoint), or ability to learn technology very quickly Strong verbal and written communication skills High achiever and self-starter with a "Happy @ Work" leadership and coaching style Show more Show less