Senior Workforce Manager

Private Advertiser; Taguig; Vor Ort; PHP 900.000 - 1.300.000; Vollzeit

Zusammenfassung

The Service Management Reporting and WFM Manager will lead a team of Workforce who forecast transaction volumes (calls, messages, emails) and schedule the right number of teammates to meet demand. The role also covers forecasting, budgeting, staffing, attendance and vacation planning to boost productivity and control labor costs.

This position coordinates with stakeholders to provide relevant data for business cases, maintains an accurate staff roster with availability and skills, and drives

Qualifikationen

• Forecasting and workforce planning to predict transaction volumes.
• Scheduling, staffing levels and shift management.
• Real-time intraday analysis and reporting.
• Payroll efficiency and labor cost reduction knowledge.

Aufgaben

• Forecast volume patterns and create volume forecasts.
• Determine appropriate staffing levels to meet goals.
• Manage interval, daily and weekly staffing plans.
• Administer shift bids across sites and clients/lines of business.
• Develop and adjust employee schedules and rotations to meet demand.
• Provide intraday analysis and respond to data.
• Prepare hourly, daily, weekly and monthly reports/dashboards.
• Coach WFM personnel regularly.
• Ensure staffing meets service level requirements.
• Perform staffing analysis based on forecasted call volume.

Kenntnisse

Forecasting

Scheduling

Data analysis

Payroll optimization

Coaching

Ausbildung

Bachelor's degree

6-10 years of relevant experience

Jobbeschreibung

PositionSummary

TheServiceManagementReportingandWFMManagerwillleadateamofWorkForcewhowillmaximizetheuseofmanpowerresourcesbyforecastingthevolumeoftransactions--calls,messagesoremails--andschedulingthecorrectnumberofteammatestohandleexpectedvolumeoftransactions.TheServiceManagementReportingandWFMManagerwilluseexpertiseinforecastingandbudgeting,staffscheduling,employeeperformancemanagement,compliance,timeandattendanceandvacationleaveplanning-toimproveemployeeproductivity,enhancelaborplanning,loweroperationscosts,anddriveefficienttimeandattendancetrackingforbettercustomerservicelevels.TheServiceManagementReportingandWFMManagerwillcoordinatewithkeystakeholderstoproviderelevantdatatobeusedinbusinesscases.Alongwiththis,hewillbeinchargeofmaintainingarosterofstaffwithaccurateemployeedetailsthatincludesavailability,preferencesandskills.TheServiceManagementReportingandWFMManagerwilldriveimprovedpayrollefficiency;providebetterinsightintoteammateengagement,attendanceandproductivity;forecastadjustmentsintraining,coachingandprocesses-toensuremaximumperformance;drivereductionandoptimizationoflaborcosts;automateandprovidesimplereportingforworkforcerelateddata-toreduceadministrativecosts.Onabroaderscale,thepositionwillberesponsibleforacomprehensiveworkforcemanagementsystemthatincreasesemployeeproductivitywithreducedabsencesandlatearrivals;lowernon-compliancerisks;andincreaseoperationalagilitysothatasproductionschedulesandmarketdemandschange,theorganizationcaneasilyallocatepeoplewiththerightskillsattherighttime.

EssentialDutiesandResponsibilities

• ForecastingAnalyzeworkvolumepatternstodeterminetrendsCreatevolumeforecastandhandletimeforecastforinterval,dailyandweeklyDetermineappropriatestaffinglevelsneededtomeetgoalsAssess,simulateandactupontheimpactandeffectofforecastedvolume,plannedAHT,plannedshrinkage,proposedstaffingandotherdriverstoservicelevel

• SchedulingResponsibleformanaginganinterval,dailyandweeklystaffingplantoensurethatthecenterisappropriatelystaffedAdministershiftbidsacrossmultiplesitesandclients/linesofbusinessDevelopandadjustemployeeschedulesandrotationstomeettheworkvolumedemandoneachdayAdjustsbreaks,lunches,startandstoptimesonadailybasisbasedonIntra-Dayreportingforeachhalfhour

• Performreal-timeanalysisonintradaydataandrespondappropriately.

• FacilitateWFMtrainingtoupskillWFMpersonnel.

• Understandkeybusinessrequirementsassociatedwithworkforcemanagementincludingcapacityplanningandscheduling,realtimemanagementandreporting.

• Performhistoricaldataanalysisonperformancedatatoidentifytrendsandprovideappropriaterecommendations

• Prepare/maintainhourly,daily,weeklyandmonthlyreportsanddashboards.

• ProvideguidanceonWFMpersonnelthruregularcoaching.

• Createbestcapacityplanandsupportsitemanagementtooptimizestaffingrequirements.

• Ensureproperstaffinglevelstomeetservicelevelrequirements.

• Performstaffinganalysisbasedonforecastedcallvolume.

Education/Experience

• Bachelor'sdegree

• 6-10yearsofrelevantexperience