WFM Associate Manager - Center of Expertise

Job Title

WFM Associate Manager - Center of Expertise

Job Grade

MS3

Geo

Philippines

About the Department

Global WFM is an integral part of Sagility providing complete suites of workforce service (Forecasting, Resource Planning, Scheduling and Real Time Adherence) to enable operations and clients. It aspires to be the best in the industry through deep industry experience, supported by ISO standards, highly skilled resources, and the latest technology solutions, to drive efficiencies, reduce costs, increase compliance, and enable revenue growth while enhancing the end-user experience.

Job Role

Responsible for variety of assignments, including the analysis of WFM KPIs and datasets to gather business intelligence, insights, and/or the maintenance and creation of reports, tools, and data collections. The position also entails performing technically based activities, contributing or managing projects, utilizing analytical abilities to solve problems and make recommendations. The purpose of the position is to develop and process data and analysis for the WFM department (meeting internal quality standards) to support the department and employees in gaining insights, achieving KPIs, and meeting reporting requirements internally. It also involves managing and distributing knowledge and skill content within WFM to secure knowledge levels and the continued development of knowledge and skills among WFM members. In addition, it includes identifying knowledge and skill development opportunities (via skill verification and process audits) and ensuring continuous development to avoid skill or knowledge gaps within WFM operations and program management, as much as possible.

Work environment: It should follow the Clean Room Policy set forth by the company. Individual must agree to comply with all company policies and procedures regarding the safekeeping of confidential information.

Physical demands: This requires working in a fast pace, but ensuring accuracy on delivery of reports and execution.

Work demands: The work may sometimes demand overtime and work during holidays and weekends depending on the needs of the business. May require direct interaction with client.

Reporting to

WFM Associate Vice President - GWFM

Duties and Responsibilities:

• Create updates and provide performance reviews of the current WFM standard files, associated analysis, and support for improvement plans.
• Identify opportunities and best practices to improve WFM processes, facilitate complex analysis and improve overall WFM effectiveness.
• Develop solutions (e.g., tools, processes, and/or training) to positively impact WFM effectiveness.
• Build knowledge of the company, processes, and customers.
• Solve a range of straightforward problems and analyze possible solutions using standard procedures.
• Analyze databases, reports, and organizational results and trace them back to improvement items at a process and organizational level.
• Facilitate data collection, processing, and analysis of workforce management performance data to support the improvement of internal WFM KPIs.
• Develop and execute controls (e.g., internal audits, reports, and process updates) to assist WFM Delivery with efficient process execution and performance verification.
• Participate in projects to apply WFM practices to new business segments, develop new support capabilities, and/or work on new business engagements.
• Conduct problem case analysis exercises to assist with root cause analysis for the business.
• Develop and improve training programs and content for skill and knowledge training.
• Provide and organize training programs/sessions for the Sagility Global WFM Department.
• Monitor and report on the progress of WFM employees in the assigned training programs.
• Be responsible for the development and deployment of the KCR Job list, WFM Knowledge Tests, WFM Skill Verification and Process Audits.
• Aid WFM Leadership about coaching and training needs or requests for their direct reports.
• Perform all other duties as assigned.

Qualifications: 

• Minimum average of 3-5 years of relevant working experience in a similar role, with a focus on all WFM processes – real time management, forecasting, scheduling and capacity planning in a large global call center is preferred.
• Minimum of 2 years of college education or a related degree is preferred.
• Effective operational proficiency in written and verbal Business English. Paired with advanced communication skills, essential for delivering updates and recommendations to a wide range of individuals, including the leadership team.
• Ability to handle high-pressure situations and make prompt decisions with advanced problem signalling and solving skills.

• Advanced knowledge of multi-user computer systems, proficiency in MS Office programs (Excel, Word, PowerPoint and Outlook) and WFM tools (e.g. Avaya CMS, NICE IEX, Cisco, Aspect eWFM, Verint).

• Demonstrates strong technical documentation skills by creating documented procedures or written guidelines for all WFM processes.
• Highly developed project management skills to ensure all tasks are completed and to adjust timelines as necessary to accommodate changes in priorities or deadlines.
• Advanced knowledge within general contact center processes and operations along with a solid understanding of WFM fundamentals.
• Possess quantitative, qualitative, and expert analytical skills to present concise, actionable insights, trends, and data. Ability to filter large amounts of complex information to identify meaningful patterns and trends.
• Adeptness in focusing on performance and results, combined with proactive, result-oriented collaboration skills and a demonstrated ability to work with other WFM teams across all geographies.

For Internal Job Posting: 

Should hold a regular employment status with a minimum of 2 years of experience within the WFM group. Should not have received disciplinary actions exceeding a First Written Warning in the last 6 months. Must meet all Key Performance Indicator (KPI) requirements for a minimum of 10 out of the last 12 months.

Competency Requirements:

With Moderate to Expert Competency Level in the following:

• Communication Skills (Spoken and Written)
• People Management / Team Orientation
• Process Improvement
• Performance Management
• Stakeholder Management
• Change Management
• Decision Making
• Team Player
• Drive for Results and Quality
• Analytical and Statistical Skills

Our promise

• Continuous professional development
• Diverse and inclusive work culture
• Be empowered to make a difference
• We focus on people on a break
• Be recognised and rewarded

Sagility divests its Healthcare Services business

Recently, Sagility has entered into definitive agreements to divest its Healthcare Services business to funds affiliated with Baring Private Equity Asia (BPEA), one of the largest private alternative investment firms in Asia.

The Healthcare Services business has steadily grown over the years and reached a stage where divesting would enhance even greater value for all Sagility stakeholders.