Workforce Manager

Work Setup: 100% Onsite

Work Location: MOA Pasay

Work Schedule: M-F, 5am-4pm - can change depending on the business need (AU Program)

Responsibilities:

• Generates month-wise, day-wise and interval-wise forecast incorporating historical trends and other factors such as special events, seasonality, chum or growth, weather etc.
• Runs short term forecast and re-forecast/adjust future volume projections as needed to ensure optimum staffing at all times
• Creates, maintains and updates the Capacity plan and ensures that staffing requirements, seat requirements and logistics are being delivered while balancing cost and performance
• Generates/reviews schedules accordingly to meet the business requirements enabling superior customer service
• Provides leadership and supervision to a highly engaged and self-sufficient team of WFMs, ensuring that all SLAs are met across accounts
• Drives high client satisfaction by managing service levels situations and providing staffing, scheduling and Real-Time Adherence solutions
• Protects the organizations assets thru upholding the principles of the Quality Information Security Management System
• Serves as the main point of contact for all WFM concerns

Requirements:

• Candidate must possess at least a Bachelors/College Degree
• 3 years minimum experience as Workforce Manager
• Excellent skills in forecasting, scheduling and real-time time management a must
• Strong organizational skills to ensure critical timelines are met
• Accuracy and attention to details a must in this role
• Strong presentation skills
• Detail oriented with ability to deliver project deliverables with little supervision
• Excellent written, verbal and e-mail skills, with the ability to interface effectively with individuals at various levels
• Flexible and willing to work in shift schedules, extended hours and during weekends as per business needs