Senior Workforce Management Lead — Forecasting & Analytics

Moder Solutions Inc.; Philippines; On-site; PHP 900,000 - 1,250,000; Full time

Job summary

Moder Solutions Inc. is hiring a Workforce Management – Team Lead in the Philippines to drive accuracy, timeliness, and proactive planning across the WFM team.

You will set performance objectives, implement processes, analyze data, and prepare workforce analyses for leadership. You will lead a team of Workforce Management Analysts, forecast demand, monitor metrics like AHT and shrinkage, communicate with stakeholders, and identify efficiency improvements.

Qualifications

• Minimum 4 years in an operations service environment.
• At least 1 year of supervisory experience.
• WFM expertise is preferable.

Responsibilities

• Lead and manage a team of Workforce Management Analysts, providing direction and support.
• Analyze staffing plans, forecast demand, and ensure appropriate staffing to meet client requirements.
• Monitor and analyze performance metrics such as volume, AHT, and shrinkage to meet service level goals.
• Communicate with stakeholders about performance and challenges, offering improvements.
• Identify and implement process improvements to enhance operational efficiency and cost savings.
• Collaborate with multidisciplinary teams, including client teams, to execute project deliverables.
• Maintain flexibility to meet client needs, including working varied hours.

Skills

Analytical skills

Excel

Power BI

Power Query

Presentation

Communication

Independent work

Education

Workforce management degree

Tools

Power BI

Power Query

MS Excel

PowerPoint

Job description

Moder Solutions Inc. is hiring a Workforce Management – Team Lead in the Philippines to drive accuracy, timeliness, and proactive planning across the WFM team.

You will set performance objectives, implement processes, analyze data, and prepare workforce analyses for leadership. You will lead a team of Workforce Management Analysts, forecast demand, monitor metrics like AHT and shrinkage, communicate with stakeholders, and identify efficiency improvements.