BPO Workforce Manager - Pasay

TASQ Staffing Solutions; Pasay; On-site; PHP 900,000 - 1,200,000; Full time

Job summary

A staffing solutions company in Pasay is seeking a skilled Workforce Manager. The role is 100% onsite and involves developing forecasts, leading a team, and ensuring high-quality customer service. Candidates should have at least 3 years of experience and strong skills in forecasting and scheduling. Flexibility in work hours is required.

Qualifications

• Minimum 3 years of experience as a Workforce Manager.
• Strong forecasting and scheduling skills required.
• Excellent communication skills for stakeholder engagement.
• Demonstrate strong organizational skills to hit deadlines.
• Communicate with stakeholders at all levels clearly and professionally.
• Willingness to work flexible shifts including weekends when required.

Responsibilities

• Develop forecasts based on historical data.
• Lead a proactive team of Workforce Managers.
• Ensure adherence to Service Level Agreements.
• Generate and review schedules to meet demand while preserving service levels.
• Lead and supervise a proactive Workforce Management team to meet SLAs.
• Enhance client satisfaction through effective WFM, scheduling, and RTAs.
• Safeguard information security in line with policy requirements.
• Serve as primary contact for all Workforce Management concerns.

Skills

Forecasting

Scheduling

Real-time management

Organizational skills

Attention to detail

Education

Bachelor's degree or higher

Job description

About the job BPO Workforce Manager - Pasay

Position: Workforce Manager (MOA Pasay) | Onsite
Work Setup: 100% Onsite

Work Location: MOA Pasay

Work Schedule: Monday to Friday, 5 AM - 4 PM (may vary based on business needs, especially for AU Program)

Responsibilities:

• Develop monthly, daily, and interval forecasts by analyzing historical data and considering factors like special events, seasonality, growth trends, weather, etc.
• Conduct short-term forecasting and revise future volume projections as needed to ensure optimal staffing levels at all times
• Create, maintain, and update the Capacity Plan to ensure staffing, seat requirements, and logistics are aligned, balancing cost-efficiency and performance
• Generate and review schedules to meet business demands while ensuring high-quality customer service
• Lead and supervise a proactive and self-reliant team of Workforce Managers, ensuring all Service Level Agreements (SLAs) are consistently met across accounts
• Enhance client satisfaction by managing service levels, staffing, scheduling, and Real-Time Adherence solutions effectively
• Safeguard organizational assets by adhering to the principles of the Quality Information Security Management System
• Act as the primary contact for all Workforce Management concerns

Requirements:

• Bachelor's degree or higher
• At least 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 attention to detail and accuracy
• Ability to deliver projects independently with precision
• Excellent written, verbal, and email communication skills, capable of engaging with stakeholders at various levels
• Flexible and willing to work in shifts, extended hours, and weekends as required by the business