Workforce Manager

 PRIMARY FUNCTION:  
 
As a manager, you will be responsible for managing programme staffing to meet daily, weekly, and interval staffing requirements. The person is also responsible for achieving compliance to WFM operating procedures, oversight  of  WFM  real-time  and  scheduling responsibilities and other workforce-related management tasks.

You  will  closely  coordinate  with  various  business  stakeholders;  Liaise  with  Clients  &  internal  stakeholders  to drive and deliver information in a concise manner. You have to identify areas of opportunity and implement innovative real-time solutions to maximize efficiency and implement and perform audits to ensure accuracy in all processes and deliverables.
 
RESPONSIBILITIES:
 
General and Task Management
 
●  Manage end to end Capacity Planning & Seat Management across campaigns
●  Create or builds staffing capacity plans based on contact forecast  
●  Analyze contact patterns understanding daily, weekly, monthly & annual patterns.
●  Create and manage reporting and analysis information from different lines of businesses,
contact types, agent utilization and attrition.
●  Liaise with Client & Stakeholder and eventually drive seat utilization
●  Create and deliver reports to clients and managers including other Support Departments, to
plan and effect measures to achieve operational and strategic business results.
●  Manage deviations from the plan that have financial impact
●  Monitor key manufacturing processes for capacity and demand, identify capacity
constraints and provide analysis  
●  Review data and trends and diagnose problems and concerns  
●  Utilize knowledge and research methods to benchmark capacity planning activities and to
drive best practice results

 
Relationship Management
 
●  Collaborate with internal stakeholders to obtain and ensure that current and accurate
information is used for planning purposes to meet operational requirements
●  Coordinate cross functional activities to reconcile variances from orginal plans and maintain a view of actual against forecast projections

● Ensure that effective data, statistical analysis and performance metrics are available to internal stakeholders

Qualifications:

● At least 2-5 years of experience as a Manager

● Preferably with end-to-end process background

● Amenable to work in Eastwood, Quezon City