Workforce Manager
Workforce Manager
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Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
- Impact the bottom line: Participate in the analysis evaluation and implementation of existing and proposed systems and tools used for workforce planning monitoring and forecasting
- Represent the Workforce Department: Participate in customer presentations client calls and quarterly business reviews to represent the workforce management department
- Support the Team: Consult with local managers project managers and other key players to define scheduling/forecasting requirements to meet call center metrics and communicate workforce scheduling and intraday operations objectives
- Set the Path to Success: Implement and maintain intraday workforce team responsibilities to assist service delivery in achieving desired performance metrics
- Take the Lead: Create procedures necessary to successfully monitor daily operations and advise managers on appropriate action steps.
- Be the Expert: Act as a resource to provide best practices to assist management in scheduling and workforce planning
- Uphold Performance Metrics: Analyze scheduling needs on a weekly basis to ensure adequate phone coverage and compare weekly schedules to workforce management recommendations for accurate implementation
- Plan Ahead: Compile and interpret statistical information to calculate and project staffing requirements of department
Qualifications
- Five to seven years of process transformation experience in operations or WFM experience with WFM applications; Five or more years of program management experience
- Strong verbal and written communication skills; be able to communicate in a clear constructive and professional manner
- Strong analytical skills; be able to interpret data identify trends and make suggestions for improvements
- Demonstrated leadership skills; be able to take the lead in making improvements and resolving issues
- Ability to be proactive in developing trust and professional rapport with employees and team members; work as a teamplayer
- Ability to efficiently manage time and keep track of multiple schedules meetings and initiatives
- Ability to work in MS Office
- Ability to present in front of large groups of senior leaders in a professional and effective way
- Ability to identify and address professional development needs and knowledge gaps
Work Location:
Legazpi BIcol
Employment Type
Full Time
