Senior WFM & Reporting Lead — Data-Driven Growth

Tech Mahindra; Quezon City; Sur place; PHP 1 200 000 - 1 800 000; Plein temps

Avantages offerts par ce poste

Health coverage

Day 1 HMO

Phone Allowance

Data Allowance

Leave Credits

Career growth opportunities

Résumé du poste

Tech Mahindra Philippines is hiring a Workforce and Reporting Manager to lead the MIS delivery across planning, scheduling, forecasting, real-time management, and reporting for our Eastwood-based account. You will own client reporting, maintain SLA targets, analyze data to create dashboards and ad-hoc reports, and drive revenue opportunities while managing the WFM team on-site in Quezon City.

Join a dynamic, people-first workplace with growth opportunities, on-site support, and comprehensive

Qualifications

• Minimum 5 years in Workforce and Reporting Management.
• Total 8+ years in the call center industry.
• Strong knowledge of WFM: Planning, Scheduling, Forecasting, Real-Time Management, and Reporting.
• Proficient in Excel; upskilling the team in Excel as needed.
• Familiarity with VBA, SQL, MS Access; VBA/SQL skills recommended.
• Knowledge of WFM tools: Aspect, IEX, BP standard tools; Avaya CMS knowledge.

Responsabilités

• Own the MIS delivery for Workforce and Reporting across planning, scheduling, forecasting, RTM, and reporting.
• Provide accurate and timely reporting to meet client requirements within TAT.
• Analyze data and generate dashboards, reports, and ad-hoc reports.
• Ensure SLA metrics like Service Level and Abandonment Rate are met.
• Identify revenue enhancement opportunities and mitigate risks.
• Lead and manage the WFM team and collaborate with clients.

Connaissances

WFM

Excel

VBA

SQL

Analytical thinking

Communication

Outils

Aspect

IEX

BP Tools

Avaya CMS

Description du poste

Tech Mahindra Philippines is hiring a Workforce and Reporting Manager to lead the MIS delivery across planning, scheduling, forecasting, real-time management, and reporting for our Eastwood-based account. You will own client reporting, maintain SLA targets, analyze data to create dashboards and ad-hoc reports, and drive revenue opportunities while managing the WFM team on-site in Quezon City.

Join a dynamic, people-first workplace with growth opportunities, on-site support, and comprehensive