Workforce Manager

Full Potential Solutions, Inc.; Davao City; Vor Ort; PHP 1.000.000 - 1.500.000; Vollzeit

Zusammenfassung

Full Potential Solutions, Inc. is seeking a dynamic Workforce Manager to oversee the Workforce Management Team's operations and finances.

The role focuses on achieving financial goals and meeting client-partner expectations, with a preference for experience in multi-site settings. You will forecast workloads, optimize staffing, and drive improvements across campaigns globally, while leading a team of at least 20.

Qualifikationen

• 5-10 years of management experience in a contact center or Workforce department (required).
• Knowledgeable with WFM tools (Avaya, Verint) and WFM functions (Forecasting, Scheduling, Capacity Planning).
• Well versed in end-to-end WFM cycle and WFO software.
• Experience in client relationship management.
• Strong analytical, problem-solving, technical, information-management and decision-making skills.
• Excellent verbal and written communication skills.
• Ability to work independently and in a team within a fast-paced environment.
• Proven strong interpersonal and critical-thinking skills.
• Exceptional time management, organizational and prioritization skills.
• Can work on a night shift and in an onsite setup.

Aufgaben

• Forecast and prepare for call, email and chat volume and monitor seat occupancy and other metrics.
• Identify profitability opportunities and recommend strategies to improve campaigns.
• Analyze metrics and staffing to maximize efficiency across client programs.
• Collaborate with operations to meet client and company goals.
• Develop solutions and action plans to improve business performance and client success.
• Manage at least 20 headcount.

Kenntnisse

People management

WFM tools

Forecasting

Scheduling

Analytical skills

Client relationship management

Communication

Team leadership

Time management

Tools

Avaya

Verint

Jobbeschreibung

About Us

Full Potential Solutions (FPS) is a performance-based, analytically driven omnichannel solutions organization with operations in Waltham, MA, Chennai, India, Bogota, Colombia, and Manila, Philippines that puts culture and employees first. We are a rapidly growing global company, employing the best people, processes, and proprietary technology to deliver groundbreaking solutions for our clients and fulfilling careers for our employees.

We invest in our people and put culture first because we believe that happy, fulfilled teams deliver breakthrough results. FPS offers a competitive suite of benefits for our employees, including a lucrative compensation program, medical, dental, and vision benefits, and the opportunity for high-potential career growth with a fast-growing company.

Our Core Values:

• Integrity - Do what's right for everyone: clients, shareholders, partners & colleagues, TEAM is more important than self, and create an atmosphere of mutual respect

• Excellence - Deliver exceptional client results, Reward and recognize performance, and Relentless pursuit of improvement

• Accountability - Act like an owner, take pride in our work, Measure results (your own and our clients), Be passionate

• Grace - Respect and appreciate differences, Care for one another, Humility, Make work personal

Our Mission

To create conditions within which people can thrive!

We are looking for a dynamic Workforce Manager who will oversee the operational and fiscal activities of the Workforce Management Team. This role will have the responsibility to ensure all team members are focused on the delivery of our company's financial goals and the operational expectations of our client-partners.

Duties andResponsibilities:

• Forecast and prepare for a call,email and chat volume and monitor seat occupancy, average handle time and other factors to measure campaign performance.

• Identify and report on account profitability opportunities and recommend strategies to improve campaign processes

• Analyze metrics and staffing on a consistent basis to maximize and make recommendations for efficiency on a global level across multiple client programs

• Work alongside with operational team members to ensure that all client-partner and company goals and objectives are met

• Develop solutions, strategies and action plans to improve business performance and client success

• Manage at least 20 headcount

Qualifications:

• 5-10 years of management experience within a contact center or Workforce department (required)

• Must be knowledgeable with WFM tools (i.e. Avaya, Verint, etc) and WFM functions (i.e. Forecasting, Scheduling, Capacity Planning, etc)

• Well versed in end to end WFM cycle. Manual and Tool-based WFO software

• Experience in client relationship management

• Strong analytical, problem-solving, technical, information-management and decision-making skills

• Excellent verbal and written communication skills

• Ability to work both independently and in a team setting within a fast-paced, entrepreneurial environment

• Proven strong interpersonal and critical-thinking skills

• Exceptional time management, organizational and prioritization skills to complete work in a timely manner

• Can work on a night shift and in an onsite setup