WFM & Reporting Lead - Forecasts, Dashboards, SLA

Mahindra Satyam; Philippines; On-site; PHP 1,800,000 - 3,000,000; Full time

Benefits offered by this job

HMO from Day 1

Phone allowance

Data allowance

Leave credits

Career growth opportunities

Training programs

Job summary

Tech Mahindra Philippines is seeking a Workforce and Reporting Manager to lead MIS delivery for the account, overseeing all aspects of Workforce and Reporting Management including planning, scheduling, forecasting, real-time management, and reporting.

The role requires strong Excel skills, WFM tool experience, and proven ability to analyze data, build dashboards, and drive SLA performance. On-site in Eastwood, QC with shifting schedule and opportunities for growth.

Qualifications

• 5+ years in Workforce Management and Reporting within call centers
• 8+ years overall in the call center industry
• Strong knowledge of WFM planning, scheduling, forecasting, real-time management and reporting

Responsibilities

• Own MIS delivery across Workforce and Reporting management: 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 consistently met
• Identify revenue enhancement opportunities and mitigate risks
• Lead and manage the WFM team, collaborating with internal and external clients

Skills

WFM & Reporting

Advanced Excel

Analytical thinking

Effective communication

Decision making

Adaptability

Tools

Aspect

IEX

BP tools

Avaya CMS

SQL

MS Access

VBA

Job description

Tech Mahindra Philippines is seeking a Workforce and Reporting Manager to lead MIS delivery for the account, overseeing all aspects of Workforce and Reporting Management including planning, scheduling, forecasting, real-time management, and reporting.

The role requires strong Excel skills, WFM tool experience, and proven ability to analyze data, build dashboards, and drive SLA performance. On-site in Eastwood, QC with shifting schedule and opportunities for growth.