Call Center Workforce Manager - Pasay City

Position : Workforce Manager (MOA Pasay) | Onsite

Work Setup : 100% Onsite

Work Location : MOA Pasay

Work Schedule : Monday to Friday, 5 AM - 4 PM (may vary based on business needs, especially for AU Program)

Responsibilities :

Develop monthly, daily, and interval forecasts by analyzing historical data and considering factors like special events, seasonality, growth trends, weather, etc.

Conduct short-term forecasting and revise future volume projections as needed to ensure optimal staffing levels at all times

Create, maintain, and update the Capacity Plan to ensure staffing, seat requirements, and logistics are aligned, balancing cost-efficiency and performance

Generate and review schedules to meet business demands while ensuring high-quality customer service

Lead and supervise a proactive and self-reliant team of Workforce Managers, ensuring all Service Level Agreements (SLAs) are consistently met across accounts

Enhance client satisfaction by managing service levels, staffing, scheduling, and Real-Time Adherence solutions effectively

Safeguard organizational assets by adhering to the principles of the Quality Information Security Management System

Act as the primary contact for all Workforce Management concerns

Requirements :

Bachelor's degree or higher

At least 3 years of experience as a Workforce Manager

Strong skills in forecasting, scheduling, and real-time management are essential

Excellent organizational skills to meet critical deadlines

High attention to detail and accuracy

Effective presentation skills

Ability to deliver projects independently with precision

Excellent written, verbal, and email communication skills, capable of engaging with stakeholders at various levels

Flexible and willing to work in shifts, extended hours, and weekends as required by the business