Manager Workforce Management

iQor; Metro Manila; On-site; PHP 900,000 - 1,400,000; Full time

Job summary

iQor in the Philippines is seeking a Workforce Management Supervisor to ensure staffing aligns with forecasted call volumes while meeting KPI targets. You will participate in client calls, prepare intraday staffing reports, and drive scheduling decisions across multiple locations including off-shore teams.

The role requires 5–8 years in workforce management, 3+ years in call center leadership, and strong Excel/analytical skills.

Qualifications

• Bachelor's degree in Business Administration or related field required or equivalent.
• 5-8 years of workforce management experience including forecasting, staffing and scheduling.
• 3+ years in call / contact center and supervisory experience (5+ direct reports).
• Strong written and verbal communication skills and presentation ability.
• Advanced Excel skills and strong analytical capabilities.

Responsibilities

• Manages training plans to meet forecasted call volume and staffing needs.
• Participates in client calls to review KPI performance.
• Provides intraday and monthly staffing reports to ensure KPI targets are met.
• Recommends and executes scheduling modifications to meet KPI goals.
• Schedules off-the-phone activities to avoid KPI impact.
• Manages forecasting and scheduling processes including vacations and new-hire loading.
• Oversees administrative processes including ID management.
• Performs other duties as assigned.

Skills

Forecasting

Staffing

Scheduling

Call center

Supervision

Excel

Communication

Analytical

Time management

IEX knowledge

Presentation

Confidentiality

Education

Bachelor's Degree in Business Administration or related field

Tools

IEX

Excel

Job description

Ensures that resources are in place to handle client forecasted call volume while meeting client, internal, and financial KPI targets. This position is also responsible for managing various administrative duties to ensure accurate reporting, reporting structures, and system access. Teams in multiple locations incl. off-shore analysts would report to this role.

Responsibilities:

• Manages and maintains training plans to ensure that adequate staffing resources are planned for to handle forecasted call volume.
• Participates in various clients calls to review client KPI performance.
• Ensures reporting is provided to the operation team that illustrates intraday scheduled staffing versus required staffing to the forecast and monthly basis to ensure KPI are met.
• Ensures staffing and scheduling modifications are recommended to the operation team and are executed on a intraday, daily, weekly and monthly basis to ensure KPI are met.
• Ensures various off-the-phone activities for the agent populations are scheduled in such a manner as to not impact KPI performance.
• Manages various forecasting and scheduling processes including vacation day approvals, schedule change approvals, and loading new hire schedules.
• Manages various administrative processes including ID administration.
• Performs other duties as assigned.

Skills Requirements:

• 5-8 years of experience
• Prior workforce management experience including forecasting, staffing, and scheduling,
• Prior call / contact center experience, 3 year minimum required
• Strong and effective oral / written communication skills
• Prior supervisory experience including a team of 5 or more direct reports
• Excellent presentation skills
• High level of proficiency with Excel
• Strong mathematical skills
• Strong analytical skills
• Ability to multi-task
• Ability to prioritize and delegate deliverables
• Ability to maintain confidential information
• Working knowledge of IEX a plus.

Education Requirements:

Bachelor's Degree, First Degree, Trade/Vocational School certificate or Equivalent required. Degree in Business Administration or related field preferred.