Strategic Workforce Manager - Contact Center Ops

Transcom Worldwide (Philippines), Inc.; Manila; On-site; PHP 900,000 - 1,500,000; Full time

Benefits offered by this job

Day 1 HMO

Meal & Transportation Allowance

Rice Subsidy

Clothing Allowance

24/7 Teleconsult

Free Psychologist Consultation

In-house & Online Pharmacy

Scholarship Program

Retirement Fund

Free Meal & Medicine (Tap Card)

Loyalty Incentives

Accidental & Life Insurance

Free Shuttle Service

Job summary

Transcom Worldwide (Philippines), Inc. is seeking a seasoned Workforce Manager for our Pasig site to lead a geographically dispersed WFM team in a multi-channel contact center environment.

You will drive forecasting, scheduling, reporting, and staffing strategies to meet service levels, coach analysts, and collaborate with Operations, IT, and client teams to optimize performance and costs.

Qualifications

• College graduate of a business or technical course.
• Minimum of 5 years of Workforce Management experience in Contact Center environment.
• At least 3 years managing group/s of Workforce Analysts and/or Leaders providing end to end services to multiple campaigns, or combined agent headcount of more than 6,000.
• Solid experience in supporting inbound contact center/s, and preferably with hands on experience supporting a work-at-home operations set up.

Responsibilities

• Accountable for the performance, productivity and effectiveness of Workforce Management Teams.
• Define, develop and execute WFM processes for the contact centers in conjunction with cross-functional departments.
• Conducts regular meetings with team members to continuously communicate key information regarding changes to business and/or policies and procedures.
• Provides leadership, direction and growth opportunities to members of the department, performing those responsibilities in accordance with the Company's policies and applicable laws.
• Works with the Human Resources Department to resolve more complex team-related issues.
• Responsible for interviewing and hiring new team members, and dispersal to assigned operations team.
• Achieves operational objectives by contributing information and recommendations for strategic plans to prepare action plans, implementing into production and call center standards.
• Regularly audits Workforce operations to ensure quality of service delivery.
• Oversee that proper training is available and/or conducted for Workforce Management personnel.
• Develop, refine, and execute a strategic plan to ensure all client contractual obligations are met – by interval, daily, weekly and/or monthly.
• Assures that near real-time agent performance data is maintained to support operations management with accurate performance coaching information.
• Responsible for analyzing call and staff forecasts to identify needs and corrections.
• Proactively works with the operations managers to assure that staffing requirements are understood and being addressed.
• Participates in planning for off-line activities to support operations needs including training and meetings.
• Proactively communicates needs and opportunities to operations management about staff optimization and cost management.
• Acts as a point of contact for any service impacting issues and contact center response/s.
• Manage special projects as assigned by Director of Workforce Management.
• Maintains a positive work environment
• Performs other related duties as required.

Skills

Workforce management

Forecasting

Scheduling

Team leadership

Analytics

Communication

Problem solving

Coaching

Education

Bachelor's degree in business or technical field

Tools

Aspect eWFM

Verint

iEX

MS Office

Job description

Transcom Worldwide (Philippines), Inc. is seeking a seasoned Workforce Manager for our Pasig site to lead a geographically dispersed WFM team in a multi-channel contact center environment.

You will drive forecasting, scheduling, reporting, and staffing strategies to meet service levels, coach analysts, and collaborate with Operations, IT, and client teams to optimize performance and costs.