BPO Workforce Manager - Pasay
BPO Workforce Manager - Pasay
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1 Vacancy
Job Description
Position: Workforce Manager (MOA Pasay) Onsite
Work Setup: 100% Onsite
Work Location: MOA Pasay
Work Schedule: Monday to Friday 5 AM - 4 PM (may vary based on business needs especially for AU Program)
Responsibilities:
- Develop monthly daily and interval forecasts by analyzing historical data and considering factors like special events seasonality growth trends weather etc.
- Conduct short-term forecasting and revise future volume projections as needed to ensure optimal staffing levels at all times
- Create maintain and update the Capacity Plan to ensure staffing seat requirements and logistics are aligned balancing cost-efficiency and performance
- Generate and review schedules to meet business demands while ensuring high-quality customer service
- Lead and supervise a proactive and self-reliant team of Workforce Managers ensuring all Service Level Agreements (SLAs) are consistently met across accounts
- Enhance client satisfaction by managing service levels staffing scheduling and Real-Time Adherence solutions effectively
- Safeguard organizational assets by adhering to the principles of the Quality Information Security Management System
- Act as the primary contact for all Workforce Management concerns
Requirements:
- Bachelors degree or higher
- At least 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 attention to detail and accuracy
- Effective presentation skills
- Ability to deliver projects independently with precision
- Excellent written verbal and email communication skills capable of engaging with stakeholders at various levels
- Flexible and willing to work in shifts extended hours and weekends as required by the business
Employment Type
Full Time
