BPO Workforce Manager (MOA, Pasay)

TASQ Staffing Solutions; Pasay; On-site; PHP 334,800 - 502,200; Full time

Job summary

A staffing solutions company is seeking a Workforce Manager in Pasay, Philippines. The role involves developing forecasts, leading a team, and ensuring optimal staffing levels while delivering excellent customer service. Candidates should have experience in workforce management and strong organizational skills. This is an onsite position with a Monday to Friday schedule.

Qualifications

• Minimum of 3 years of experience as a Workforce Manager.
• Excellent organizational skills to meet critical deadlines.
• Ability to deliver projects with minimal supervision.

Responsibilities

• Develop monthly, daily, and interval forecasts by analyzing historical data.
• Lead and supervise a team of Workforce Managers.
• Manage staffing, scheduling, and enhance client satisfaction.

Skills

Forecasting

Scheduling

Real-time management

Organizational skills

Attention to detail

Communication skills

Education

At least 2 years of college education

Job description

About the job BPO Workforce Manager (MOA, Pasay)

About the Position: Workforce Manager (MOA Pasay) | Onsite

Work Arrangement: 100% Onsite

Location: MOA Pasay

Work Schedule: Monday to Friday, 5:00 AM 4:00 PM (may vary based on business requirements, AU Program)

Responsibilities

• Develop monthly, daily, and interval forecasts by analyzing historical data and considering factors such as special events, seasonality, growth trends, weather, and other relevant influences.
• Prepare short-term forecasts and adjust future volume projections as needed to maintain optimal staffing levels at all times.
• Create, update, and manage the Capacity plan to ensure staffing, seating, and logistical needs are met while balancing cost efficiency and performance.
• Generate and review schedules to align with business needs, ensuring excellent customer service.
• Lead and supervise a dedicated and proactive team of Workforce Managers (WFMs), ensuring all Service Level Agreements (SLAs) across accounts are achieved.
• Enhance client satisfaction by effectively managing service levels, staffing, scheduling, and real-time adherence solutions.
• Safeguard organizational assets by adhering to the principles of the Quality and Information Security Management System.
• Act as the primary point of contact for all Workforce Management-related concerns.

Requirements

• At least 2 years of college education (without back subjects)
• Minimum of 3 years of experience as a Workforce Manager
• Strong skills in forecasting, scheduling, and real-time management are essential
• Excellent organizational skills to meet critical deadlines
• High accuracy and meticulous attention to detail
• Ability to deliver projects with minimal supervision, paying close attention to detail
• Excellent written, verbal, and email communication skills, with the ability to interact effectively at various organizational levels
• Flexible and willing to work in shifts, extended hours, and weekends as required by business needs