Workforce Manager

FPS Innovation Labs; Davao City; Vor Ort; PHP 1.200.000 - 2.400.000; Vollzeit

Zusammenfassung

Full Potential Solutions (FPS) in Davao, Philippines, is seeking a Workforce Manager to lead workforce planning and performance across call, email, and chat channels. You will forecast volumes, oversee scheduling and capacity planning, and drive efficiency for multiple client programs onsite in a fast-paced, entrepreneurial environment.

The role requires 5–10 years of management experience in a contact center or workforce setting, strong data-driven decision making, and excellent communication.

Qualifikationen

• 5-10 years of management experience within a contact center or Workforce department.
• Knowledge of WFM tools (e.g., Avaya, Verint) and WFM functions (Forecasting, Scheduling, Capacity Planning).
• End-to-end WFM cycle knowledge; experience with 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 fast-paced, entrepreneurial environment.
• Strong interpersonal and critical-thinking skills.
• Exceptional time management, organizational and prioritization skills.
• Able to work night shift and onsite.

Aufgaben

• Forecast and prepare for call, email and chat volume and monitor seat occupancy 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 efficiency across multiple client programs.
• Work with operational teams to ensure client-partner and company goals are met.
• Develop solutions, strategies and action plans to improve business performance and client success.
• Manage at least 20 headcount.

Kenntnisse

Management experience

Analytical skills

Communication skills

Time management

Interpersonal skills

Problem-solving

Tools

Avaya

Verint

Jobbeschreibung

Workforce Management

Location: Davao, Philippines | Onsite

Workforce Manager

Master of strategy. Champion of efficiency. Leader of change. Join our team today and unleash your full potential!

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!

Duties And Responsibilities

• 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

Department Workforce Management Location Davao, Philippines