Strategic Workforce Manager: Lead, Schedule & Forecast

iOPEX Tech; Taguig; On-site; PHP 446,000 - 670,000; Full time

Benefits offered by this job

HMO coverage

Annual salary increases

Onsite work environment

Weekly learning sessions

Job summary

iOPEX in Taguig, Metro Manila, is looking for a seasoned Workforce Management professional to lead a team including a Workforce Lead and Workforce Analysts. The role involves rolling out agent schedules that meet capacity needs on a weekly basis and shaping capacity planning.

You will forecast resource requirements, conduct performance reviews, and create meaningful dashboards and reports to drive data-driven decisions. This onsite role offers growth opportunities.

Qualifications

• 2-3 years of experience in a Workforce Assistant Manager/Supervisor role.
• Experience leading a team of leads and workforce analysts.
• Ability to handle escalated complaints and diffuse conflict.
• Capacity to learn new concepts and adapt to technology quickly.
• Ability to operate in a fast-paced environment and multi-task.

Responsibilities

• Manage performance of a team comprising a Workforce Lead and Workforce Analysts.
• Roll out agent schedules to meet required capacity weekly.
• Forecast resource requirements and create seat capacity planning.
• Conduct formal employee performance reviews and development plans.
• Create and maintain dashboards and reports.

Skills

People leadership

WFM management

Forecasting

Performance reviews

Dashboard reporting

Job description

iOPEX in Taguig, Metro Manila, is looking for a seasoned Workforce Management professional to lead a team including a Workforce Lead and Workforce Analysts. The role involves rolling out agent schedules that meet capacity needs on a weekly basis and shaping capacity planning.

You will forecast resource requirements, conduct performance reviews, and create meaningful dashboards and reports to drive data-driven decisions. This onsite role offers growth opportunities.