BPO Workforce Manager

Pasay City - Philippines

Monthly Salary: Not Disclosed

Posted on: 30+ days ago

Vacancies: 1 Vacancy

Job Summary

About the Position: Workforce Manager (MOA Pasay) Onsite

Work Arrangement: 100% Onsite

Location: MOA Pasay

Work 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

About the Position: Workforce Manager (MOA Pasay) Onsite Work Arrangement: 100% Onsite Location: MOA Pasay Work 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 historic...