WORKFORCE AND REPORTING MANAGER_Eastwood Site (Telco)

vCustomer Philippines, Inc.; Quezon City; In loco; PHP 900.000 - 1.300.000; Tempo pieno

Vantaggi offerti da questo lavoro

Growth opportunities

Training and development

Health coverage

Day 1 HMO, Phone Allowance, Data Allow

Leave credits

Referral rewards

Descrizione del lavoro

Tech Mahindra Philippines is hiring a Workforce and Reporting Manager to lead MIS delivery for the account, covering planning, scheduling, forecasting, real-time management, and reporting. You will drive accurate client reporting within SLA, analyze data to build dashboards, and mentor the WFM team while collaborating with internal and external clients to optimize performance and revenue.

The role requires strong WFM expertise, advanced Excel skills, and the ability to translate data into

Competenze

• Minimum of 5 years of Workforce and Reporting Management experience.
• Strong knowledge of WFM functions: Planning, Scheduling, Forecasting, Real-Time Management, and Reporting.
• Proficient in Excel; capable of upskilling the team in Excel as needed.
• Familiarity with VBA, SQL, MS Access.
• Familiarity with WFM tools such as Aspect, IEX, and BP standard tools.
• Sound understanding of Avaya CMS.
• Strong analytical skills and logical thinking.
• Effective communicator with the ability to manage conversations across all levels.
• Ability to make quick decisions that positively impact business outcomes.
• Open to change and capable of handling multiple tasks.

Mansioni

• Own MIS delivery across WFM: 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 met.
• Identify revenue enhancement opportunities within the business.
• Proactively provide solutions to mitigate risks that could impact performance or revenue.
• Maintain data confidentiality and ensure monthly volumes are managed effectively.
• Lead and manage the WFM team, fostering multi-tasking and adaptability.
• Collaborate with internal and external clients to meet business needs.

Conoscenze

Workforce Management

Reporting

Excel

VBA

SQL

MS Access

Analytical skills

Effective communicator

Decision making

Strumenti

Aspect

IEX

BP standard tools

Avaya CMS

Descrizione del lavoro

We’re Hiring: Workforce and Reporting Manager

Work Where People Matter

At Tech Mahindra Philippines, we’re more than just a BPO — we’re a Certified Great Place to Work® where your growth and well-being come first. With thriving hubs in Cebu and Manila, we’re helping people like you build meaningful careers while making a real difference for customers around the world.

Why You’ll Love It Here

• Growth you can see – promotions and career paths await
• Learning that sticks – trainings to sharpen your skills
• A workplace that cares – inclusive, supportive, and people-first
• Health coverage you can count on
• Rewards when you refer friends to join the team
• Day 1 HMO, Phone Allowance, Data Allowance, Leave Credits

Your Day-to-Day

• Own the MIS delivery for the account across all aspects of 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 and act on revenue enhancement opportunities within the business
• Proactively provide solutions to mitigate risks that could impact performance or revenue
• Maintain data confidentiality and ensure monthly volumes are managed effectively
• Lead and manage the WFM team, fostering multi-tasking and adaptability
• Collaborate with internal and external clients to meet business needs

What We’re Looking For

• Minimum of 5 years of Workforce and Reporting Management experience and 8 years overall in the Call Center Industry
• Strong knowledge of WFM functions: Planning, Scheduling, Forecasting, Real-Time Management, and Reporting
• Proficient in Excel; capable of upskilling the team in Excel as needed
• Preferably knowledgeable in VBA, SQL, MS Access
• Familiarity with WFM tools such as Aspect, IEX, and BP standard tools
• Sound understanding of Avaya CMS
• Strong analytical skills and logical thinking
• Effective communicator with the ability to manage conversations across all levels
• Ability to make quick decisions that positively impact business outcomes
• Open to change and capable of handling multiple tasks

Work Setup

Location: Eastwood, Quezon City (On-site)
Shift: Shifting schedule (On-site)

About Tech Mahindra Philippines

We’re a global provider of IT and business process services, helping industries like telecommunications, healthcare, retail, banking, e-commerce, travel, and logistics. In the Philippines, we’re home to thousands of talented professionals who value growth, diversity, and teamwork.