Position Workforce Management - Manager
Position Workforce Management - Manager
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Salary Not Disclosed
1 Vacancy
Job Description
Position: Workforce Management Manager
Location: Cebu Philippines.
Salary: PHP 100000
Workforce Management (WFM)
Joining Date: ASAP
Work Hour: Graveyard Shift
Requirements:
- 8 years in BPO background
- 34 years in WFM Manager level/role
- Knowledge of erlang/occ tools
- Preferably with Insurance campaign background
Overview:
We are seeking an experienced and resultdriven Workforce Management Manager to lead and optimize workforce planning and realtime management within our Business Process Outsourcing (BPO) organization. The WFM Manager will ensure operational efficiency meet service level agreements (SLAs) and drive client satisfaction through strategic workforce planning and execution
Key Responsibilities:
- Workforce Planning:
- Develop accurate forecasts for call email chat and backoffice workloads based on historical data trends and business requirements.
- Create and manage capacity plans to ensure optimal staffing levels.
- Scheduling and Roster Management:
- Design effective schedules that align with forecasted demand while maximizing agent productivity and minimizing overstaffing or understaffing.
- Approve shift swaps timeoff requests and schedule adjustments in accordance with company policies.
- RealTime Management:
- Monitor intraday performance metrics including adherence occupancy and SLAs and make realtime adjustments to address variances.
- Deploy contingency plans during unexpected events such as system outages or spikes in volume.
- Performance Analysis and Reporting:
- Generate and analyze workforce performance reports identifying trends and opportunities for improvement.
- Present actionable insights to senior management and stakeholders to inform decisionmaking.
- Team Leadership and Collaboration:
- Lead mentor and develop a team of WFM analysts and coordinators.
- Collaborate with operations HR and client teams to ensure workforce strategies align with business goals.
- Technology and Tools Management:
- Oversee the configuration and optimization of WFM tools and software.
- Stay updated on industry best practices and emerging technologies to drive process improvements.
Employment Type
Full Time
