Workforce Manager for Quezon City Philippines

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The successful individual will be responsible for managing all workforce and reporting activities required to support the contact center, while providing leadership and supervision to direct reports; ensuring consistency and quality of work effort. He/she will ensure successful management of real time utilization activities of the center and ensure fulfillment of the client service level agreement.  You will be expected to develop and maintain a reputation of trust, reliability and consistency when executing duties and building culture appropriate relationship with team members.

Duties and Responsibilities:

  • Oversee workforce forecasting, scheduling, intra-day and reporting activities in collaboration   with Global Command Center
  • Maintains working relationships with key Operations and Client Services personnel for respective sites
  • Represents workforce management and reporting functions at weekly, monthly and quarterly client meetings
  • Analyses reporting, staffing and scheduling procedures and/or structure on an on-going basis to ensure maximum effectiveness and efficiency
  • Liaises with Operations to deliver effective staffing and scheduling strategies for the account / business unit
  • Validates inputs/outputs of workforce management tool(s) and direct reports as required to ensure effective and efficient staffing/scheduling within the respective sites/business units
  • Proactively provides workforce management and scheduling analysis and recommendations for improvement, including headcount requirements, long-term planning, scheduling & bidding strategies as well as staffing strategies
  • Monitor and review processes; inputs and outputs for process improvement recommendations and changes
  • Conduct analysis and recommends solutions to improve the performance and efficiency within the operational business units
  • Validate forecast and staff planning against actual and budget
  • Assist Management in strategic planning and scheduling strategies for business units
  • Manage/develop performance of direct reports including coaching and performance reviews
  • Provides input for account / business units budget and validates actual forecast
  • Provide recommendations and analyses for new business opportunities

Specific Qualifications:

  • University or College course completion or equivalent experience
  • Minimum 3 - 5 years in a workforce management function in a complex call center environment
  • Minimum 3 years of management experience
  • Knowledge of risk analysis and use of analytical techniques
  • Knowledge of Workforce management systems and processes required
  • In depth Knowledge of all phases of Workforce Management, including planning, forecasting, scheduling and real time intra-day functions
  • Excellent knowledge of call center principles and call center performance metrics / reporting
  • Advanced proficiency in MS Excel and excellent arithmetic skills

Location: Quezon City,Philippines

Location: Quezon City, 00 Philippines
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