Senior Workforce Manager

Probe CX; Quezon City; Sur place; PHP 1 000 000 - 1 600 000; Plein temps

Résumé du poste

Probe CX is seeking an experienced Workforce Management Manager in Quezon City to lead end-to-end capacity planning and seat management for campaigns. The role requires building staffing capacity plans based on forecasted contact volumes and analyzing daily, weekly, monthly, and annual patterns.

You will collaborate with clients and internal stakeholders, drive seat utilization, and deliver reports to planning teams to support operational and strategic goals.

Qualifications

• Experience in workforce management (WFM) and capacity planning.
• Strong leadership and people management skills.
• Excellent communication with clients and operations teams.
• Ability to analyze patterns and forecast staffing needs.

Responsabilités

• Manage end-to-end Capacity Planning & Seat Management across campaigns.
• Create staffing capacity plans based on contact forecast.
• Analyze daily, weekly, monthly and annual patterns.
• Create and manage reporting and analysis across lines of business, contact types, agent utilization and attrition.
• Liaise with clients and stakeholders to drive seat utilization and deliver reports.

Connaissances

WFM leadership

Data analysis

Stakeholder management

Communication

Formation

Bachelor's degree or equivalent

Outils

Excel

Description du poste

• 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.

Job Description

General and Task Management

• 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.
• Perform all other duties as assigned

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