Senior Workforce & Reporting Manager

vCustomer Philippines, Inc.; Quezon City; On-site; PHP 900,000 - 1,300,000; Full time

Benefits offered by this job

Growth opportunities

Training and development

Health coverage

Day 1 HMO, Phone Allowance, Data Allow

Leave credits

Referral rewards

Job summary

Tech Mahindra Philippines is hiring a Workforce and Reporting Manager to lead MIS delivery for the account, covering planning, scheduling, forecasting, real-time management, and reporting. You will drive accurate client reporting within SLA, analyze data to build dashboards, and mentor the WFM team while collaborating with internal and external clients to optimize performance and revenue.

The role requires strong WFM expertise, advanced Excel skills, and the ability to translate data into

Qualifications

• Minimum of 5 years of Workforce and Reporting Management experience.
• Strong knowledge of WFM functions: Planning, Scheduling, Forecasting, Real-Time Management, and Reporting.
• Proficient in Excel; capable of upskilling the team in Excel as needed.
• Familiarity with VBA, SQL, MS Access.
• Familiarity with WFM tools such as Aspect, IEX, and BP standard tools.
• Sound understanding of Avaya CMS.
• Strong analytical skills and logical thinking.
• Effective communicator with the ability to manage conversations across all levels.
• Ability to make quick decisions that positively impact business outcomes.
• Open to change and capable of handling multiple tasks.

Responsibilities

• Own MIS delivery across WFM: planning, scheduling, forecasting, real-time management, and reporting.
• Perform accurate and timely reporting to meet client requirements within TAT.
• Analyze high-level data and generate dashboards, reports, and ad-hoc reports.
• Ensure SLA metrics such as Service Level and Abandonment Rate are met.
• Identify revenue enhancement opportunities within the business.
• Proactively provide solutions to mitigate risks that could impact performance or revenue.
• Maintain data confidentiality and ensure monthly volumes are managed effectively.
• Lead and manage the WFM team, fostering multi-tasking and adaptability.
• Collaborate with internal and external clients to meet business needs.

Skills

Workforce Management

Reporting

Excel

VBA

SQL

MS Access

Analytical skills

Effective communicator

Decision making

Tools

Aspect

IEX

BP standard tools

Avaya CMS

Job description

Tech Mahindra Philippines is hiring a Workforce and Reporting Manager to lead MIS delivery for the account, covering planning, scheduling, forecasting, real-time management, and reporting. You will drive accurate client reporting within SLA, analyze data to build dashboards, and mentor the WFM team while collaborating with internal and external clients to optimize performance and revenue.

The role requires strong WFM expertise, advanced Excel skills, and the ability to translate data into