Senior Workforce & Real-Time Operations Manager

Bravissimo Resourcing Inc.; Taguig; On-site; PHP 669,600 - 892,800; Full time

Job summary

A leading resourcing company in the Philippines is seeking a Workforce Management Specialist to predict staffing needs, analyze performance data, and oversee scheduling. Ideal candidates will have at least 5 years of experience in workforce management within the call center industry, excellent analytical skills, and proficiency in WFM tools such as Avaya CMS. The role demands strong communication abilities and proficiency in Excel, with opportunities to enhance team skills and handle high-level data analysis.

Qualifications

• Minimum of 5 years WFM experience in Call Center Industry.
• Overall experience of 8 years in the industry.
• Familiarity with reporting and analysis.

Responsibilities

• Manage staffing needs based on call volumes or workload.
• Analyze employee productivity and performance data.
• Oversee live operations to ensure quality.
• Generate reports on key metrics for leadership.

Skills

Strong Analytical skills

Good communication skills

Team management

Excel skills

Knowledge of WFM tools (Aspect/IEX/BP)

Knowledge of VBA/SQL

Tools

Avaya CMS

Workforce Optimization (WFO) software

Job description

A leading resourcing company in the Philippines is seeking a Workforce Management Specialist to predict staffing needs, analyze performance data, and oversee scheduling. Ideal candidates will have at least 5 years of experience in workforce management within the call center industry, excellent analytical skills, and proficiency in WFM tools such as Avaya CMS. The role demands strong communication abilities and proficiency in Excel, with opportunities to enhance team skills and handle high-level data analysis.