Manager Workforce

ibex; Metro Manila; On-site; PHP 1,200,000 - 2,300,000; Full time

Job summary

ibex in Metro Manila seeks a Workforce Manager to lead a WFM team responsible for forecasting, scheduling, and intraday management across call queues. You will collaborate with site and department leaders to ensure optimal coverage and staffing.

The role requires 5+ years in WFM, 3+ years of supervision, strong analytical skills, proficiency in scheduling software (Blue Pumpkin, IEX, Aspect) and advanced Excel, with multi-site, multi-skill call center experience.

Qualifications

• Bachelor’s degree in Business or related field.
• 5+ years of Workforce Management experience.
• 3+ years of Supervisory experience.
• Forecasting, Scheduling and Intraday management experience.
• Advanced knowledge of Microsoft Office applications.
• Multi-site and Multi-skill call center experience is required.
• Experience with large (~2500 seat) call centers.
• Experience with Blue Pumpkin, IEX, or Aspect scheduling software.
• Strong analytical and mathematical understanding of call center metrics.
• Ability to manage 20+ person teams.

Responsibilities

• Schedule and workload distribution for call center reps to ensure high utilization and service quality.
• Identify and resolve issues outside of own team.
• Monitor training, development, and performance; provide coaching.
• Coordinate team activities for efficient execution of responsibilities.
• Conduct new hire training on WFM guidelines and procedures.
• Maintain regular team meetings and communications.
• Review staffing models based on forecasted call volumes.
• Manage intraday schedule changes (cancellations, scheduling, time off).
• Contribute to WFM strategy with long/short term planning.
• Work with senior management to develop policies and training programs.
• May handle escalated or urgent issues.

Skills

Forecasting

Scheduling

Intraday management

Analytical skills

Time management

Communication

Leadership

Team handling

Multitasking

Pressure handling

Education

Bachelor’s degree in Business or related field

Tools

Blue Pumpkin

IEX

Aspect

Microsoft Office

Excel

Job description

The Workforce Manager will oversee a team of WFM personnel that are responsible for all facets of workforce planning and intraday management. He or she will determine and communicate work schedules and resources for various call queues across the organization while relying on extensive experience and judgment to achieve optimal coverage results. The selected candidate will work with site and department leaders to ensure adequate staffing, coverage by interval, as well as, to develop contingency plans during times of peak demand. Ownership of an end to end process with a wide degree of creativity and latitude is expected.

Responsibilities

• Responsible for scheduling and workload distribution for call center representatives to ensure high utilization rate and high quality service.
• Identify and resolve technical, operational and organizational issues outside of own team.
• Monitor the training, development, and performance of employees; provide consistent coaching and feedback.
• Coordinate activities of team members to ensure efficient and quality execution of their responsibilities.
• Conduct new hire training to educate on WFM guidelines and procedures.
• Maintain communication by holding regularly scheduled team meetings.
• Review and develop staffing models based on forecasted call volumes.
• Responsible for Intraday schedule management i.e. cancelling, scheduling and rescheduling time off the phones.
• Contribute to the analysis, problem solving and planning of the overall WFM strategy including long and short term planning.
• Work with senior management to develop policies, procedures and training programs that will meet the needs of the department.
• May be responsible for handling more complex, escalated, or urgent issues.

Qualifications

• Bachelor’s degree in Business or other related field.
• 5+ years of Workforce Management experience
• 3+ years of Supervisory experience
• Forecasting, Scheduling and Intraday management experience.
• Advanced knowledge and proficiency in Microsoft Office applications
• Familiar with a variety of the field's concepts, practices, and procedures.
• Multi-site and Multi-skill call center experience is a must and non-negotiable.
• Previous large (~2500 seat) call center experience
• Working knowledge of Blue Pumpkin, IEX, Aspect or other scheduling software.
• Must possess very strong analytical skills.
• Must possess an in-depth understanding of call center metrics and mathematics.
• Ability to manage team sizes of 20+ persons
• Advanced Excel experience.
• Ability to work on simultaneous projects and teams.
• Ability to respond to internal requests for support and assistance in a prompt and professional manner.
• Demonstrated ability to communicate effectively and professionally with internal and external associates.
• Ability to work independently with minimal supervision, meeting multiple deadlines in a high pressure environment.
• Team oriented individual.
• Strong time management, problem-solving and analytical skills.