BPO Workforce Manager
BPO Workforce Manager
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Salary Not Disclosed
1 Vacancy
Job Description
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
Employment Type
Full Time
