Workforce Manager

Bravissimo Resourcing Inc.; Cebu City; On-site; PHP 334,800 - 502,200; Full time

Job summary

A leading resourcing company in Cebu City is seeking a skilled WFM Analyst with at least 5 years of experience in workforce management for the call center industry. The ideal candidate should possess strong analytical skills, communicate effectively, and generate accurate reports. This role involves managing team operations and delivering comprehensive MIS solutions while meeting client requirements with precision.

Qualifications

• Minimum 5 years WFM experience in Call Center Industry.
• Overall experience of 8 years in relevant fields.

Responsibilities

• Analyze and report on departmental requirements.
• Manage team and own MIS delivery for WFM aspects.
• Generate dashboards and ad-hoc reports.
• Ensure timely and accurate reporting to clients.

Skills

Analytical skills

Communication

Excel skills

VBA knowledge

SQL knowledge

WFM tools knowledge

Job description

Bravissimo Resourcing Inc. | Cebu City | Full-time

Roles and Responsibilities

• Analysis – Strong Analytical skills
• Should be able to handle and achieve the departmental requirements.
• Knowledge of VBA, MS Access, SQL preferable.
• Maintaining secrecy of data.
• Knowledge (what the person must know): Understanding of operational process, logical thinking, reporting and analysis.
• Should be open to change; multi-tasking skills.
• Team management.
• Own the MIS delivery for the account with respect to all aspects of WFM – Planning, Scheduling, Forecasting, Real-Time Management, Reporting.

Key Deliverables (KRA/Measure)

• Accurate and timely reporting.
• Client Management – Internal and External
• Ability to work on data and generate various types of dashboards, reports/ad-hoc reports.
• Meeting client requirements within TAT and with accuracy.
• Ability to handle high level data analysis and data.
• Ensure all SLA’s related to business in terms of MIS like Service Level, Abn %, etc. are met consistently.
• Should be able to ensure that monthly volumes are handled effectively without any negative impact on the revenue.
• Should look at revenue enhancement opportunities within the business.
• Should contribute to the business by proactively providing solutions to preempt possible situations which could impact performance/revenue.

Skill Sets

• Should have sound knowledge of WFM – Planning, Scheduling, Forecasting, Real‑Time Management, Reporting.
• Good on communication all round and able to control the flow of conversation to effectively communicate to one and all.
• Should have good excel skills and be able to up‑skill the team on excel skill sets if required, be hands on with creating reports.
• Knowledge of VBA/SQL preferable.
• Should have exposure to Aspect/IEX/BP standard WFM tools.
• Should be sound in his knowledge of Avaya CMS.
• Should be able to think on the feet to make decisions related to steps which would impact business.

Experience

• Should have WFM experience (please refer to the section "Skill Sets") for a minimum of 5 years and overall experience of 8 years in the Call Center Industry.