WFM Manager - Onsite - 50k Joining Bonus
Company Description
iOPEX Technologies Philippines Inc. is a digital service provider offering optimized Digital Engineering, Operations, and Studio Services. The company excels in creating new products and innovative solutions for traditional and new-age businesses. With a customer-centric approach and a focus on quality, iOPEX has a strong track record of delivering beyond promises, making it a trusted partner for Fortune 500 clients.
Role Description
This is a full-time on-site role as a Workforce Manager located in Taguig. The Workforce Manager will be responsible for capacity planning, workforce management, program management, and workforce planning. The role involves overseeing day-to-day tasks related to workforce optimization and ensuring efficient operations.
Responsibilities:
- Manage the WFM Team
- Provide effective coaching and feedback to the Assistant Managers and/or WFM Senior Executives to enable them to improve their performance
- Serves as a subject matter expert and mentors the team regarding Capacity Planning, Forecasting and Scheduling, and Real Time Queue Management standards, quality of outputs, problem resolution, and critical thinking
- Articulate performance expectations and team objectives while collecting and interpreting balanced measures to evaluate individual staff and team performance
- Provides recommendations on balancing staffing requirements with operational efficiencies and financial goals
- Review and Ensure Staffing Plan for all Processes is current and Updated
- Manages and coaches a team of WFM employees on performance, quality, and output.
- Coordinates with WFM Business Partners to ensure critical assignments and deliverables are met.
- Directs teams on using and applying WFM standards and tools to support operational business.
- Establishes development goals and works with the WFM employees on a roadmap to achieve them.
- Monitors the qualitative and quantitative work product produced by the team.
- Ensures completion of mandatory WFM training and knowledge verification.
- Implements and manages employee adherence to WFM standards and processes.
Requirements:
- Bachelor’s Degree preferably in Mathematics or Statistics
- At least 3 - 5 years of experience in managing workforce operations with the client and/or senior management interaction
- Expertise in capacity planning, forecasting, real-time management, reporting, and scheduling
- Proficient in the use of workforce management tools
- Excellent organizational, project management, and presentation skills
- Able to work with large amounts of data to identify trends and patterns.
- Able to manage multiple, complex, ongoing tasks and projects
- High attention to detail with a strong desire to optimize procedures and processes
- Working knowledge of database applications such as MS Office (Excel, Outlook, PowerPoint), or ability to learn technology very quickly
- Strong verbal and written communication skills
- High achiever and self-starter with a “Happy @ Work” leadership and coaching style
Company Description
iOPEX Technologies Philippines Inc. is a digital service provider offering optimized Digital Engineering, Operations, and Studio Services. The company excels in creating new products and innovative solutions for traditional and new-age businesses. With a customer-centric approach and a focus on quality, iOPEX has a strong track record of delivering beyond promises, making it a trusted partner for Fortune 500 clients.
Role Description
This is a full-time on-site role as a Workforce Manager located in Taguig. The Workforce Manager will be responsible for capacity planning, workforce management, program management, and workforce planning. The role involves overseeing day-to-day tasks related to workforce optimization and ensuring efficient operations.
Responsibilities:
- Manage the WFM Team
- Provide effective coaching and feedback to the Assistant Managers and/or WFM Senior Executives to enable them to improve their performance
- Serves as a subject matter expert and mentors the team regarding Capacity Planning, Forecasting and Scheduling, and Real Time Queue Management standards, quality of outputs, problem resolution, and critical thinking
- Articulate performance expectations and team objectives while collecting and interpreting balanced measures to evaluate individual staff and team performance
- Provides recommendations on balancing staffing requirements with operational efficiencies and financial goals
- Review and Ensure Staffing Plan for all Processes is current and Updated
- Manages and coaches a team of WFM employees on performance, quality, and output.
- Coordinates with WFM Business Partners to ensure critical assignments and deliverables are met.
- Directs teams on using and applying WFM standards and tools to support operational business.
- Establishes development goals and works with the WFM employees on a roadmap to achieve them.
- Monitors the qualitative and quantitative work product produced by the team.
- Ensures completion of mandatory WFM training and knowledge verification.
- Implements and manages employee adherence to WFM standards and processes.
Requirements:
- Bachelor’s Degree preferably in Mathematics or Statistics
- At least 3 - 5 years of experience in managing workforce operations with the client and/or senior management interaction
- Expertise in capacity planning, forecasting, real-time management, reporting, and scheduling
- Proficient in the use of workforce management tools
- Excellent organizational, project management, and presentation skills
- Able to work with large amounts of data to identify trends and patterns.
- Able to manage multiple, complex, ongoing tasks and projects
- High attention to detail with a strong desire to optimize procedures and processes
- Working knowledge of database applications such as MS Office (Excel, Outlook, PowerPoint), or ability to learn technology very quickly
- Strong verbal and written communication skills
- High achiever and self-starter with a “Happy @ Work” leadership and coaching style