Workforce Services Manager

PROJECT NAME: Workforce Command Center

POSITION TITLE: Workforce Services Manager

WORK SETUP: Return to Office

OVERALL PURPOSE:

The Workforce Manager is responsible for managing the WFM and AP/QA functional teams.

RESPONSIBILITIES:

• Overall management of the WFM AP and QA cost structure and budget

• To support the Command Center leads for sales and RFP responses & responsible for supporting the sales process by assisting with development of sales material, quotes, demos, and tours.

• Responsible for looking for opportunities to expand the WFM AP and QA service offering into additional contracts.

• Responsible for delivery on all contracts / SLAs

• Focus on driving down cost to serve and looking for opportunities to expand the shared services model.

• Drive industrialization of BST across all contracts

OTHERS:

Project Shift Schedule: Mid Shift

Project Rest Day: Weekends Off

Project/Team Location: Mandaluyong Robinsons Cybergate Tower 2IMPORTANT before applying for a job internally (note: the following statements do not apply for jobs in Germany with Works Council representation):

• Review this application criteria.
• You must already possess the appropriate visas and/or work permits required to live and work in the country the job is based. Do not apply until you have confirmed these authorizations are in place, or the job description states that international applicants will be considered.

Priority Skill

Workforce Management (WFM)

SKILL AND QUALIFICATIONS:

• 12 years overall experience with at least 5 years in leadership capacity (managers as direct reports) - (BPO or non-BPO)

• Well-rounded in all WFM aspects (RTA, Forecasting, Scheduling, Capacity Planning)

• For Forecasting, Scheduling, Capacity Planning - must be able to do it manually AND with a tool and create from scratch as well.

• Stakeholder Management, Financials, experience in handling multiple projects simultaneously The ideal candidate will provide and maintain excellent customer service and be the frontline service contact for our external customers.

Responsibilities

• Lead and motivate a trained staff to provide quality service to all customers in a timely manner
• Serve as the key liaison to sales and management to ensure consistent customer satisfaction
• Provide status and service reports to recommend next steps to management

Qualifications

• Associate's degree or equivalent experience
• 3+ years' of experience either in technical support or management
• Excellent written and verbal communication skills