JobDescription:
- Position will be responsible for directing, planning, organizing, and coordinating all aspects of Workforce Management functions across all Philippines Delivery locations.
- Specific responsibilities include developing and leading a team to actively build the organization’s capacity to and deliver efficient and effective accurate forecasting at all levels.
Primary duties may include, but are not limited to:
- partner with stakeholders to ensure workforce budgets are in place to meet forecasted customer needs and contractual commitments, conduct operational review meetings to review forecast and performance variance, closely work with team to provide proactive analysis, presentations, and strategic recommendations for driving business improvements, implement and maintain workforce management platforms and digital tool, maintain and analyze workforce performance, lead analysis and staffing change data for continuous training, quality, and productivity improvement, coordinates all reporting related to workforce management to deliver deep level insights across Operations, Enablement and Support functions.
- Requires a BS/BA degree in business, statistics, or a related field, at least 5 years in a multi-skilled call center/business process outsourcing environment and experience in using Workforce Management Software; or any combination of education and experience, which would provide an equivalent background, 7-10 years combination of operations and workforce management experience including forecasting, scheduling, and real-time operations management, a strong understanding of the contact center or IT-Business Process Management environment and the role Workforce Management plays in providing signature end to end employee experience, proven record of creating, administering, and conducting reporting and analytics training programs for all levels of the organization.
- A Solid leader who takes a personal sense of responsibility for group performance, handles multiple simultaneous projects, and has a strong work ethic working under minimal supervision, completes special projects as needed. Hires, trains, coaches, counsels, and evaluates performance of direct reports, exposure to multiple client/stakeholder environment, develops performance indicators and reporting mechanisms to measure operating standards and to facilitate effective decision support, sponsors integrated workforce support, driving standardization of processes, scale and efficiency in the workforce management, creates criteria for WFM evaluation systems, evaluate effectiveness of existing and proposed workforce management activities, ensures that effective technology solutions are utilized consistently, serves as the resident expert on workforce management software package, oversees technology and process improvements to ensure the highest-level possible customer satisfaction and cost effectiveness, collaborates with Information Systems staff to design, implement and maintain customer communications systems, develops presentations around project recommendations and implementation and presents them to senior management.
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