Role Responsibilities:
- Manage forecasting, scheduling, and real-time productivity to meet service and staffing targets.
- Oversee capacity planning and staffing strategies across assigned sites.
- Coordinate closely with Operations, Training, Quality, IT, and HR to streamline processes and communication.
- Deliver clear reporting on service levels, occupancy, adherence, absenteeism, and overall performance metrics.
- Build and maintain baseline forecasts, incorporating seasonal trends, marketing drivers, and volume patterns.
- Analyze data and recommend improvements to enhance efficiency and workforce performance.
- Lead and motivate the team to exceed department goals while ensuring adherence to company policies.
- Handle performance management and disciplinary actions when necessary.
- Address issues promptly, ensure customer satisfaction, and provide feedback on process improvements.
- Perform other related tasks as required.
Role Profile:
- Graduate of any 4 year course
- Has background in Inbound, Outbound, and Non-Voice Services (knowledge on all lines of businesses is a plus)
- With at least 1-2 years experience as a Workforce Management Lead in BPO setup.
- With at least 3 years of WFM experience in a BPO or contact center environment.
- With experience managing Workforce Operations in a Customer Care and/or BPO operation, with client and senior management interaction
- With experience in Forecasting, Scheduling and Real Time Management.
- Strong knowledge of AHT, occupancy, shrinkage, SLAs, and KPIs
- Demonstrated ability to lead and mentor WFM analysts/schedulers.
- Experience working with workforce management technologies ideally TCS, IEX or Blue Pumpkin
- Strong analytical skills and ability to apply those real-time
- Excellent problem solving and decision-making skills
- Excellent oral and written communication skills at all levels of the organization
- Proficiency in Microsoft Office applications including Excel, PowerPoint and Word
- Exceptional motivational, interpersonal and customer service skills; Demonstrated leadership skills.
- Amenable to work in a shifting schedule
- Amenable to work onsite (QC, Taguig and Pasig City)
Only applicants with Lead-level WFM experience will be considered.
