Strategic Workforce Manager – Real-Time & Forecasting

Transcom; Pasig; On-site; PHP 900,000 - 1,500,000; Full time

Benefits offered by this job

Day 1 HMO

Rice Subsidy

Clothing Allowance

24/7 Teleconsult

Free Psychologist Consultation

In-house & Online Pharmacy

Retirement Fund

Free Meal & Medicine (Tap Card Rewards

Loyalty Incentives

Free Shuttle Service

Job summary

Transcom Pasig seeks a seasoned Workforce Manager to lead real-time staffing, forecasting and analytics for the site. You’ll drive service levels and efficiency, partner with client services, operations and IT, and deliver clear performance reporting.

Candidate must have 5+ years in workforce management in contact centers, with 3+ years leading teams; hands-on experience with WFM tools and work-from-home setups will be an advantage.

Qualifications

• 5+ years of Workforce Management experience in Contact Center environment.
• Experience managing groups of Workforce Analysts/Leaders (3+ years).
• Hands-on experience supporting work-at-home operations is advantageous.
• Strong mastery of WFM mathematics and reporting.

Responsibilities

• Looks after forecast and creates if necessary.
• Ensure programs are right staffed, efficiently scheduled and service levels are met while maintaining profitability.
• Make recruitment recommendations and identify opportunities through skills-based routing and capacity analysis.
• Monitor recruitment and headcount for advanced plans and changes across campaigns.
• Record changes and report on expected and actual results.
• Monitor performance trends across lines of business and provide insights.
• Maintain seat capacity and campaign allocations for all sites.
• Review shift patterns to match business requirements.
• Serve as primary contact for clients and operations on WFM capacity planning.
• Document issues impacting services and ensure disclosure.
• Deliver clear KPI reports with commentary on workforce and shift performance.

Skills

Forecasting

Staff planning

Real-time analytics

Communication

Problem solving

Education

College degree in business or technical field

Tools

Aspect eWFM

Verint

iEX

Job description

Transcom Pasig seeks a seasoned Workforce Manager to lead real-time staffing, forecasting and analytics for the site. You’ll drive service levels and efficiency, partner with client services, operations and IT, and deliver clear performance reporting.

Candidate must have 5+ years in workforce management in contact centers, with 3+ years leading teams; hands-on experience with WFM tools and work-from-home setups will be an advantage.