WFM Manager | Night Shift | Hybrid | Pasay

TASQ Staffing Solutions; Pasay; Hybrid; PHP 446,400 - 669,600; Full time

Job summary

A staffing solutions company in Pasay is looking for a WFM Manager to manage workforce processes for multiple clients. The ideal candidate will have at least 6 years of experience in a BPO environment and demonstrate strong leadership and analytical skills. Responsibilities include managing a WFM team, driving improvements, and creating client reports. This is a hybrid role with night shifts.

Qualifications

• 6 years of experience in Workforce Management in a multi-site, multi-client BPO environment.
• Proficiency in basic arithmetic and strong logical ability.
• Experience in Staff Planning and Reporting.

Responsibilities

• Manage WFM team for multiple clients and improve operational performance.
• Drive efficiency and optimize resource utilization.
• Create analysis and reports for clients and internal stakeholders.

Skills

Workforce Management

Client Management

Team Leadership

Problem Solving

Data Analysis

Tools

Blue Pumpkin

Aspect eWFM

Job description

About the job WFM Manager | Night Shift | Hybrid | Pasay

Job Description

• Responsible for Workforce Management & Service Delivery to Internal & External Customers
• Manages a WFM team for 3 to 5 clients, leading and mentoring the team to support Operations
• Directly manages WFM processes, Client KPIs, and financial performance in a multi-site, multi-platform environment
• Serves as a checkpoint and reviewer of WFM processes, practices, and output
• Takes ownership, engages with the Operations team, and drives improvements/resolutions by developing plans, processes, recommending solutions/strategies, and ensuring execution
• Ensures efficient levels of staffing and occupancy, optimizing resources to maximize service levels, seat utilization, and maintaining financial rigor
• Develops processes, scorecards, and performance plans for effective team management

Responsibilities

• Strong sense of personal stake and urgency in day-to-day management
• Ability to forge positive, objective relationships with Operations and Support teams
• Adaptability, thriving, and multitasking in a demanding workplace while managing conflicting and shifting priorities
• Ability to foresee, dissect, and fix problems using a data-driven approach and common sense
• Appetite for challenges, including driving projects, improvement opportunities, and maturity models
• Effectiveness in presenting to and persuading different levels in the organization
• Experience in creating compelling analysis and reports for clients and internal reviews
• Skilled in Staff Planning, Reporting, and proficient with spreadsheets
• Hands-on Scheduling experience in Blue Pumpkin or Aspect eWFM is a strong advantage
• Must demonstrate a thorough, swift, and decisive approach to problem-solving
• Must be diplomatic, resilient, positive, and enterprising in resolving conflicts and disagreements
• Proficiency in basic arithmetic, statistical concepts, and strong logical ability desired
• Must be tactically involved and hands-on where needed
• Ability to motivate, retain, and attract talent
• Flexible with extending shifts when needed

Qualifications

• 6 years of experience in Workforce Management in a multi-site, multi-client BPO environment