Workforce Management (WFM) Lead
Qualifications:
- Education: College Degree in any course (we value diverse perspectives and critical thinking).
- Experience: * Minimum of 23 years of dedicated experience in Workforce Management.
- Proven track record in Forecasting and Scheduling.
- Hands-on experience managing multi-channel environments (Email, Chat, and Voice).
- Leadership: Prior supervisory experience specifically handling RTAs or Workforce Analysts is required.
Key Responsibilities
- Forecasting & Strategy: Develop long-term and short-term volume forecasts and staffing requirements for multi-channel lines of business (Voice, Chat, and Email).
- Scheduling: Design and oversee the implementation of agent schedules that balance business needs with employee satisfaction.
- Team Leadership: Supervise and mentor a team of Real-Time Analysts (RTA) and WFM Analysts, ensuring professional growth and operational excellence.
- Real-Time Management: Oversight of intraday performance, ensuring the team reacts swiftly to unplanned spikes in volume or staffing shortages.
- Reporting: Deliver insightful analytics to senior leadership regarding service level trends, shrinkage, and occupancy.
Possible Locations: QC, Taguig and Ortigas
