BPO Workforce Manager - Pasay (morning shift)

About the job : Workforce Manager (MOA Pasay) | Onsite

Work Setup : 100% Onsite

Work Location : MOA Pasay

Work Schedule : M-F, 5am-4pm—can change depending on the business need (AU Program)

Responsibilities :

Generates month-wise, day-wise, and interval-wise forecast incorporating historical trends and other factors such as special events, seasonality, churn or growth, weather, etc.

Runs short-term forecast and re-forecasts / adjusts future volume projections as needed to ensure optimum staffing at all times

Creates, maintains and updates the Capacity plan and ensures that staffing requirements, seat requirements and logistics are being delivered while balancing cost and performance

Generates / reviews schedules accordingly to meet the business requirements, enabling superior customer service

Provides leadership and supervision to a highly engaged and self-sufficient team of WFMs, ensuring that all SLAs are met across accounts

Drives high client satisfaction by managing service-level situations and providing staffing, scheduling and Real-Time Adherence solutions

Protects the organizations assets thru upholding the principles of the Quality Information Security Management System

Serves as the main point of contact for all WFM concerns

Requirements :

The candidate must possess at least a bachelor's / college degree.

3 years minimum experience as a workforce manager

Excellent skills in forecasting, scheduling and real-time time management a must

Strong organizational skills to ensure critical timelines are met

Accuracy and attention to detail are a must in this role

Strong presentation skills

Detail-oriented with ability to deliver project deliverables with little supervision

Excellent written, verbal and e-mail skills, with the ability to interface effectively with individuals at various levels

Flexible and willing to work in shift schedules, extended hours and during weekends as per business needs