Workforce Lead

Job Summary:

We are seeking a Workforce Lead who is flexible and will be in charge of handling multiple clients with different lines of business not only limited to Inbound and Outbound voice calls but also Emails Messaging and paperwork. This role requires skills to determine how many workforce resources each Client needs today tomorrow and in the future. A capability to provide accurate forecasts of workloads crafting reliable scheduling plans Realtime monitoring of staffs activities and managing the operations reports.

• He/She must possess good coordinating skills with the Operation s Managers and the Team Leaders to address the staffing needs Propose the crafted weekly or monthly schedules of staff Collect the reports of the Operation regarding Training (Nesting Staff) Attrition Rate Absenteeism and more.
  
• Must observe the boundaries between the Operations and the Workforce management department and ensure that the Operations comply with the capacity plan staff scheduling and staff adjustment in case of staff shortage for every peak hour.
  
• Regularly attend meetings with the Operation s Manager and the Team Leaders to stay on trend and adjust to any changes.
  

• He/She must ensure that the right skills is in the right task at the right time
  
• He/She must ensure that the organization is neither understaffed nor overstaffed.
  
• He/She must determine how much work can be accomplished given their total number of employees and existing or upcoming time constraints.
  
• Must have a years of experience doing Capacity Planning
  

• He/She can be able to design and craft a reliable schedule and effectively justify it to the operation managers and team leaders based on the forecast and capacity planning.
  
• Ability to craft a schedule that will not result in understaffing or overstaffing.
  
  

• Ability to accurately forecast future workloads and detect the workload peak patterns including seasonality.
  
• Knowledge of Time Series Forecasting or Regression.
  

Requirements

• At least 3 years of experience Workforce management and Business Outsourcing.
  
• Must have advance skills in reporting and forecasting
  
• Experience Zendesk and Zoho Analytics is a plus
  
• Can submit reports in a timely manner
  

More about you:

• Must not easily follow any operation s command but maintain the workforce management rules for staffing need.
  
• Must have a strong communication skills
  
• Ability to multitask and stay focus.
  
• Must have a strategic mindset on the company growth.
  
• Not afraid to speak up when you don t agree or see a better way.
  
  

Benefits