Job Description:
We are seeking an experienced Workforce Manager to oversee all aspects of workforce planning and management. The ideal candidate will have a strong background in forecasting, capacity planning, and scheduling within a BPO environment. This role is critical in ensuring that operational goals and service levels are met through effective staffing strategies and real-time performance monitoring.
Key Responsibilities:
- Develop, implement, and maintain accurate workforce forecasting models.
- Manage end-to-end workforce planning processes, including short- and long-term forecasting, scheduling, and capacity planning.
- Monitor real-time queues and make adjustments as necessary to optimize performance and service levels.
- Provide detailed operational analysis and reporting to senior leadership with actionable insights.
- Lead, mentor, and manage a team of workforce specialists, analysts, and schedulers.
- Collaborate with operations and client stakeholders to ensure alignment of workforce strategies with business objectives.
- Ensure compliance with service level agreements (SLAs) and key performance indicators (KPIs).
- Drive continuous improvements in workforce management tools, processes, and reporting systems.
Qualifications:
- At least 6 years of relevant work experience, with a minimum of 2 years in a managerial role within the BPO industry.
- Proven experience in forecasting, scheduling, capacity planning, and workforce analytics.
- Strong leadership skills with a background in performance management and team supervision.
- Excellent problem-solving, analytical, and decision-making capabilities.
- Proficient in workforce management platforms and Microsoft Excel or similar analytical tools.
- Strong communication skills, both written and verbal.
- Willing to report for face-to-face interviews.
- Amenable to report onsite and start immediately.
Location: Preferred candidates from Laguna, Cavite, Parañaque, Muntinlupa, or Las Piñas
Job Types: Full-time, Permanent
Pay: From Php80,000.00 per month
Schedule:
- 8 hour shift
Application Question(s):
- Which city are you currently residing in? (Please select one)
Laguna
Cavite
Parañaque
Muntinlupa
Las Piñas
Other (please specify)
- How many years of total experience do you have in workforce management, including experience in forecasting, scheduling, and capacity planning?
- How many years of experience do you have in a managerial or supervisory role within a BPO or call center environment?
Work Location: In person
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