Workforce Manager Pioneer Account

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We are hiring for awesome professionals for our pioneer team. Join us now!

• Workforce Scheduler
• Workforce Real Time Analyst

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

What's in it for you?

Our people enjoy some amazing perks, check out a few below:

• Competitive salary package
• Supportive and good-looking Team Lead
• Learning sessions every week
• HMO
• OT/Holiday pay
• Leave credits
• Leave conversions
• Uncapped annual appraisal
• 2 days off

And most importantly, you’ll be part of a growing company with dynamic and engaging team.

• Send your CV to alyana.sia (at) iopex.com
• Walk in and look for Yan0a/Krizia - our office is located in SIX/NEO (previously Net Lima) 12th Floor 26th street 5th avenue BGC, Taguig

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iOPEX is a new generation business services provider offering optimized IT Management & Technical Support services. Enterprises world over have taken advantage of available tools - such as location, labor & process arbitrage – for opex reduction. However the pressure for further reduction without any sacrifice in performance standards has only increased. iOPEX has developed and continues to invest in innovative delivery models to achieve what appear to be conflicting goals – sustainable cost recovery & enhanced customer experience.

iOPEX has integrated 3 key elements for success – strategic design of service delivery, seamless implementation of the recommended model and operational discipline in ongoing delivery. We call it, simply, the CIO model. We are neither technology consultants nor system integrators. We are process innovators focused on extracting the best out of the investments our clients have already made.

iOPEX management team has extensive experience in transitioning several large, mission critical projects for global delivery. iOPEX management team, with deep domain knowledge and expertise, ensures personalized client management.

Clients of iOPEX are assured of the understated competence that translates the business objectives to operational excellence.

iOPEX is a new generation business services provider offering optimized IT Management & Technical Support services. Enterprises world over have taken advantage of available tools - such as location, labor & process arbitrage – for opex reduction. However the pressure for further reduction without any sacrifice in performance standards has only increased. iOPEX has developed and continues to invest in innovative delivery models to achieve what appear to be conflicting goals – sustainable cost recovery & enhanced customer experience.

iOPEX has integrated 3 key elements for success – strategic design of service delivery, seamless implementation of the recommended model and operational discipline in ongoing delivery. We call it, simply, the CIO model. We are neither technology consultants nor system integrators. We are process innovators focused on extracting the best out of the investments our clients have already made.

iOPEX management team has extensive experience in transitioning several large, mission critical projects for global delivery. iOPEX management team, with deep domain knowledge and expertise, ensures personalized client management.

Clients of iOPEX are assured of the understated competence that translates the business objectives to operational excellence.

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