Manager

Movate, Inc.; Philippines; On-site; PHP 450,000 - 750,000; Full time

Job summary

Movate, Inc. in the Philippines is seeking a motivated data and WFM specialist to lead analytics for workforce management. You will oversee analytics staff, build KPI reports, and transform data from multiple sources into actionable insights for management and clients.

The role focuses on forecasting work volumes, scheduling staff, monitoring agent performance, and delivering timely reports. Strong communication and collaboration are essential to inform strategic decisions and improve overall

Qualifications

• Knowledge of contact center processes, technology and concepts
• Excellent organizational skills
• Strong attention to detail
• Time management skills and the ability to multi-task
• Effective verbal and written communication skills
• Ability to work in a collaborative team environment

Responsibilities

• Manage workforce analytics staff
• Manipulate and visualize data from multiple sources to create KPI reports
• Work on reporting, extracting and interpreting data from critical systems
• Apply workforce management tools to forecast work volumes, schedule staff, and monitor agent performance
• Analyze metrics and trends to provide insights to management and clients
• Generate reports and analyze metrics to inform management on future needs, opportunities, and strategies to improve performance

Skills

Contact center knowledge

Organizational skills

Attention to detail

Time management

Communication skills

Team collaboration

Job description

Highly motivated individual with a passion for data analysis, workforce management, and performance coaching

Will manage workforce analytics staff

Will be responsible for manipulating and visualizing data from multiple sources to create Key Performance Indicator (KPI) reports. Will work on reporting, extracting and interpreting data from critical systems, and apply workforce management tools to forecast work volumes, schedule staff, and monitor agent performance.

Will analyze metrics and trends to provide insights to management and clients

Generates reports and analyzes metrics and trends to provide insight to management on potential future needs, opportunities, and strategies to improve performance.

Education and Experience

• Must have a previous experience in WFM department either as a team leader or Assistance Manager or a Manager
• Must have end-to-end experience in WFM roles ( Capacity planning, Scheduling, Real time management, and others)

Knowledge, Skills, Abilities

• Knowledge of contact center processes, technology and concepts
• Excellent organizational skills
• Strong attention to detail
• Time management skills and the ability to multi-task
• Effective verbal and written communication skills
• Ability to work in a collaborative team environment

Others

• Must be amenable to work on site in McKinley
• Must be amenable to work on a shifting schedule