Forecasting & Staffing Lead

IntouchCX; Metro Manila; In loco; PHP 500.000 - 700.000; Tempo pieno

Descrizione del lavoro

IntouchCX in Manila is seeking a Workforce Supervisor to lead a team of Workforce Analysts and Specialists, directing performance and development to meet client operational expectations. You will forecast staffing needs, communicate workload assumptions, and coordinate with operations to ensure a smooth production environment.

The role requires a post-secondary degree and at least 2 years of Workforce Team Lead experience in Real Time and Planning, plus strong analytics and communication skills.

Competenze

• Post-secondary degree in a related discipline (Computer Science, Marketing, Communications, Business).
• At least 2 years of Workforce Team Lead experience in Real Time and Planning.
• At least 2 years of Workforce Planning experience.
• Experience with Aspect and Verint software is a plus.
• Strong analytical, problem-solving, technical, information-management and decision-making skills.
• Demonstrated strong interpersonal and communication skills.
• Superior organizational skills and ability to follow through.
• Ability to work in a fast-paced environment with changing priorities.
• Ability to interact with employees at all levels and diverse backgrounds.
• Ability to think strategically and plan for results.

Mansioni

• Evaluate forecasting and capacity models to advise long-term staffing needs.
• Communicate forecasted workload, changes, assumptions and inputs clearly.
• Escalate data discrepancies with actionable recommendations.
• Coordinate processes with business leadership to meet operational needs.
• Advise on opportunities or hazards affecting strategic goals.
• Analyze staffing proposals from WFM analysts.
• Respond promptly to changes to maintain proper staffing levels.
• Act as initial contact for all scheduling projects.
• Collaborate with operations and other departments to ensure smooth production.
• Exercise sound judgment while ensuring policy compliance.
• Recommend procedural changes to improve communications and efficiency.
• Directly respond to client escalations/queries on Workforce Management.
• Participate in daily and weekly workforce-involved meetings.
• Perform other duties as assigned.

Conoscenze

Forecasting

Data analysis

Communication

Leadership

Analytical thinking

Interpersonal skills

Organizational skills

Adaptability

Strategic thinking

Planning and monitoring

Formazione

Post-secondary degree in related discipline

Strumenti

Aspect

Verint

Descrizione del lavoro

IntouchCX in Manila is seeking a Workforce Supervisor to lead a team of Workforce Analysts and Specialists, directing performance and development to meet client operational expectations. You will forecast staffing needs, communicate workload assumptions, and coordinate with operations to ensure a smooth production environment.

The role requires a post-secondary degree and at least 2 years of Workforce Team Lead experience in Real Time and Planning, plus strong analytics and communication skills.