Senior Workforce Manager – Contact Center Operations
Transcom
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Benefits offered by this job
Job summary
Transcom Pasig is seeking a Workforce Manager to lead a distributed team of analysts, handle real-time workload management, staffing forecasts, and performance reporting to meet service level goals across multiple contact channels.
You will collaborate with HR, Operations, and IT to hire and develop staff, improve processes, and ensure cost-efficient, high-quality delivery while upholding Transcom's culture and values.
Qualifications
- College graduate of a business or technical course from a reputable institution.
- Minimum of 5 years of Workforce Management experience in a contact center environment.
- Hands-on experience supporting a work-at-home operations setup is a plus.
Responsibilities
- Lead performance, productivity and effectiveness of the Workforce Management Teams.
- Define and execute WFM processes for contact centers with cross-functional departments.
- Conduct regular team meetings to communicate policy and business changes.
- Provide leadership and growth opportunities to department members.
- Develop strategies to meet client contractual obligations across intervals and cycles.
- Audit Workforce operations to ensure quality of service delivery.
Skills
Education
Tools
Job description
Transcom Pasig is seeking a Workforce Manager to lead a distributed team of analysts, handle real-time workload management, staffing forecasts, and performance reporting to meet service level goals across multiple contact channels.
You will collaborate with HR, Operations, and IT to hire and develop staff, improve processes, and ensure cost-efficient, high-quality delivery while upholding Transcom's culture and values.
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