Senior Workforce Manager

Probe CX; Philippines; Presencial; PHP 1 200 000 - 2 000 000; Tempo integral

Resumo da oferta

Probe CX in the Philippines seeks a seasoned Workforce Management leader to own capacity planning and seat management across campaigns from its Eastwood, Quezon City operations. You will build staffing forecasts, analyze demand and utilization, and drive data-driven decisions with clients and internal teams to optimize performance.

The role requires strong leadership, exceptional communication, and a track record of delivering accurate reporting and actionable insights to meet operational

Qualificações

• At least 10 years experience in WFM.
• Exemplary Leadership skills – already had experience handling a group of people.
• Superb Communication – daily feedback with client and Operations.
• Must be amenable work in Eastwood, Quezon City.

Responsabilidades

• Manage end to end Capacity Planning & Seat Management across campaigns.
• Create or builds staffing capacity plans based on contact forecast.
• Analyse contact patterns understanding daily, weekly, monthly & annual patterns.
• Create and manage reporting and analysis information from different lines of businesses, contact types, agent utilization and attrition.
• Liaise with Client & Stakeholder and eventually drive seat utilization.
• Create and deliver reports to clients and managers including other Support Departments, to plan and effect measures to achieve operational and strategic business results.

Conhecimentos

WFM

Leadership

Communication

Client liaison

Descrição da oferta de emprego

Job Description

• Manage end to end Capacity Planning & Seat Management across campaigns
• Create or builds staffing capacity plans based on contact forecast
• Analyse contact patterns understanding daily, weekly, monthly & annual patterns.
• Create and manage reporting and analysis information from different lines of businesses, contact types, agent utilization and attrition.
• Liaise with Client & Stakeholder and eventually drive seat utilization
• Create and deliver reports to clients and managers including other Support Departments, to plan and effect measures to achieve operational and strategic business results.

Relationship Management

• Collaborate with internal stakeholders to obtain and ensure that current and accurate information is used for planning purposes to meet operational requirements
• Co-ordinate cross functional activities to reconcile variances from original plans and maintain a view of actual against forecast projections
• Ensure that effective data, statistical analysis and performance metrics are available to internal stakeholders
• Perform all other duties as assigned

Minimum Requirements

• At least 10 years experience in WFM
• Exemplary Leadership skills – already had experience handling a group of people
• Superb Communication – daily feedback with client and Operations
• Must be amenable work in Eastwood, Quezon City