Call Center Workforce Manager (MOA, Pasay)

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

Work Arrangement : 100% Onsite

Location : MOA Pasay

Work Schedule : Monday to Friday, 5 : 00 AM 4 : 00 PM (may vary based on business requirements, AU Program)

Responsibilities :

• Develop monthly, daily, and interval forecasts by analyzing historical data and considering factors such as special events, seasonality, growth trends, weather, and other relevant influences.
• Prepare short-term forecasts and adjust future volume projections as needed to maintain optimal staffing levels at all times.
• Create, update, and manage the Capacity plan to ensure staffing, seating, and logistical needs are met while balancing cost efficiency and performance.
• Generate and review schedules to align with business needs, ensuring excellent customer service.
• Lead and supervise a dedicated and proactive team of Workforce Managers (WFMs), ensuring all Service Level Agreements (SLAs) across accounts are achieved.
• Enhance client satisfaction by effectively managing service levels, staffing, scheduling, and real-time adherence solutions.
• Safeguard organizational assets by adhering to the principles of the Quality and Information Security Management System.
• Act as the primary point of contact for all Workforce Management-related concerns.

Requirements :