CTC BPO Inc. (FKA: CallTek Center International Inc.) is a call center and a BPO company based in Cebu, Philippines. CTC BPO Inc. is a tailor-made business processing and technical support provider for the broadband and video/TV industry, specializing in hospitality/MDU markets.
We are continuously seeking individuals who are highly motivated, energetic, flexible, career-driven, and most importantly, people-oriented. We aim to build a company with the best technical and customer service available.
We are looking for a Head of Workforce Management.
Description
Ensure compliance with account policies and processes to achieve established levels of productivity and efficiency. It ensures that it identifies the needs of the internal or external customer, even those not expressed, in order to offer solutions that truly meet those needs. Advise the Account Manager on the best strategies to implement in each of the operations to improve the provision of the service from the staffing perspective. Develop the analysts in their charge, ensure the fulfillment of tasks, as well as the evaluation of quality in daily processes, meet the requirements of the operation and customers, manage the correct distribution of tasks according to the occupation of the analysts, hold weekly meetings with the team.
Responsibilities
- Develop and implement workforce management strategies that align with business objectives.
- Oversee forecasting and scheduling to ensure appropriate staffing levels across the organization.
- Analyze workforce metrics and performance data to identify trends and make informed decisions.
- Collaborate with department heads to understand staffing needs and adjust workforce plans accordingly.
- Lead a team of workforce management professionals, providing guidance and support to drive performance.
- Manage tools and technologies related to workforce management and reporting.
- Ensure compliance with labor laws and company policies.
- Report on workforce management initiatives and outcomes to senior management.
Qualifications
- 5+ years of experience in workforce management, including leadership roles.
- Strong analytical skills with experience in workforce planning and optimization.
- Proficiency in workforce management software and data analysis tools.
- Excellent communication and interpersonal skills to collaborate with various stakeholders.
- Experience in project management and change management.
- Ability to lead, motivate, and mentor a team.
- In-depth knowledge of labor laws and compliance requirements.
- Strong problem-solving skills and ability to make data-driven decisions.
Company Perks and Benefits:
- Free one meal a day
- Emergency Loan and Other Financial Assistance Program
- Free 24 Hours snacks and beverages
- Health Insurance
- Health Subsidy
- Interest-Based Clubs
- Retirement Plan/ Life Insurance
- Savings Plan
- Team Socialization Allowance
- Perfect Attendance Bonus
- Quarterly Perfect Attendance Bonus
- Year-End Performance Bonus Plan(Company discretion)
- And much more
Job Type: Permanent
Benefits:
- Additional leave
- Company events
- Health insurance
- Life insurance
- On-site parking
- Staff meals provided
Ability to commute/relocate:
- Cebu City: Reliably commute or planning to relocate before starting work (Preferred)
Education:
- Bachelor's (Preferred)
Work Location: In person
