Workforce Manager

Looking for a new challenge? Join us now and be a part of our growing team!

The Role:

WFM Team Leader is responsible for leading a team of workforce management analysts in optimizing workforce productivity and efficiency. This role involves overseeing scheduling, forecasting, real-time monitoring, and performance analysis to ensure optimal staffing levels and resource allocation within the organization's contact center or operational environment.

Responsibilities:

• Manage performance of a team comprised of a Workforce Lead and Workforce Analysts

• Roll out agent schedules that meet required and committed capacity for programs assigned on a weekly basis.

• Forecast resource requirements and create a seat capacity planning.

• Conduct formal employee performance reviews, establish development plans, initiate promotions, pay adjustments, disciplinary actions, and terminations

• Create and maintain meaningful dashboards and reports.

Requirements:

• Must have at least 3 years of experience as a Workforce Manager

• Must have experience in handling a team of leads and workforce analysts

• Ability to properly handle escalated complaints and diffuse conflict

• Ability to learn new concepts and quickly, and remain current with the technology and tools that support the requirements of the team

• Ability to operate within a challenging and fast-paced environment

• Ability to multitask, shift focus between the queue and follow-up to ensure all calls are answered within an appropriate timeframe

• Able to embrace change within the account, team and management

• Determined leader and can motivate the team to perform

• Approachable and exudes patience when asked for guidance

• Contribute to employee lifecycle decisions by communicating with Manager regarding status of employee’s performance or any issues that could result in performance plans or disciplinary action

• Must be a college graduate

• Must be amenable to work onsite in BGC, Taguig

What's in it for you?

Our people enjoy some amazing perks, check out a few below:

• Competitive salary package

• Exciting employee engagement activities

• Learning sessions every week

• Fast career growth

• Accessible location

• HMO

• OT/Holiday pay

• Leave credits

• Leave conversions

• Night differential

• Uncapped annual appraisal

• 2 days off

And most importantly, you’ll be part of a growing company with dynamic and engaging team.

Interested? Here are ways to reach us:

• Send your CV to [email protected]

• Or you can walk by our office at 12th Fl. Six Neo Bldg. 5th corner 26th St. BGC Taguig. We will be accepting applications starting at 9AM and continuing throughout the day. Just look for Jasmine upon arrival.

We hope to see you there and look forward to meeting you soon!