Workforce Manager/Senior Manager
Locations Available: Cebu City
Qualifications:
- Bachelor's Degree in any field
- At least 5 yearsof experience in WFM and8 years overallin the BPO/call center industry. (Manager role)
- At least 10+ years of experience in Workforce Management with 5+ years of experience in senior or supervisory role. (Senior Manager role)
- Strong knowledge ofPlanning, Forecasting, Scheduling, Real-Time Management, and Reporting.
- Proficient inExceland experienced in WFM tools such asAspect/IEX/BP Standard ToolsandAvaya CMS.
- Knowledge ofVBA, MS Access, or SQLis a plus.
Key Responsibilities:
- Oversee and deliver all aspects ofWorkforce Management (WFM) Planning, Scheduling, Forecasting, Real-Time Management, and Reporting.
- Generate accurate and timelydashboards and reportsto support client and internal requirements.
- Ensure allSLA metrics(Service Level, Abandon Rate, etc.) are consistently met.
- Analyze data, identify trends, and recommend strategies for performance andrevenue enhancement.
- Manage client relationships (internal and external) and ensure timely, accurate delivery of MIS reports.
- Lead a team, foster collaboration, and maintain data confidentiality.
- Proactively identify and implement improvements in workforce efficiency.
