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, chum or growth, weather etc.
• Runs short term forecast and re-forecast / adjust 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 levels 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 :