Workforce Manager, Taguig

Description

Manage the scheduling, forecasting, and real-time tracking of call center staff to ensure smooth operations and meet performance goals.
Monitor daily performance and adjust schedules as needed to meet service targets (SLAs and KPIs).
Work closely with operations, training, and other teams to align workforce plans with company goals.
Ensure agents follow their schedules and quickly address issues like lateness or absences.
Use past data to predict call volumes and staffing needs, then create schedules to ensure the right coverage.
Analyze call center data to find ways to improve efficiency and performance.
Partner with managers and supervisors to solve staffing issues and operational problems.
Keep open communication with agents, sharing timely updates about schedules or any changes.
At least 5 years of Workforce Management experience in BPO setting
At least 3 years of handling Workforce Management Team in leadership position
Bachelor's/College degree or Associate Grad of any course or field
Good Communication, Analytical and Problem-Solving skills
Has good understanding of People Management
Ability to multi-task, focus and complete reports for extended periods of time
Attention to detail and high level of accuracy
MS Excel, Word and PowerPoint proficient

Highlights

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