Workforce Manager

Full Potential BPO Inc.; Davao City; Vor Ort; PHP 800.000 - 1.200.000; Vollzeit

Zusammenfassung

Full Potential Solutions (FPS) is seeking a dynamic Workforce Manager in Davao City to oversee the Workforce Management Team's operations and budgetary activities. The role focuses on ensuring delivery of financial goals for client-partners while supporting the fast-growing FPS footprint in the Philippines.

You will forecast volumes, monitor performance metrics, manage a team of 20+ staff, and collaborate with operations to optimize efficiency.

Qualifikationen

• 5-10 years of management experience within a contact center or Workforce department.
• Knowledge of WFM tools (i.e. Avaya, Verint) and WFM functions (Forecasting, Scheduling, Capacity Planning).
• 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 independently and in a team in 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 onsite.

Aufgaben

• Forecast and prepare for call, email, and chat volumes and monitor seating occupancy and AHT.
• Identify profitability opportunities and recommend process improvements.
• Analyze metrics and staffing to maximize efficiency across client programs.
• Collaborate with operations to meet client-partner and company goals.
• Develop strategies and action plans to improve business performance.
• Manage at least 20 headcount (1 Manager, 1 Assistant Manager, 14 RTAs).

Kenntnisse

WFM tools

Forecasting

Scheduling

Capacity planning

Client relations

Analytical skills

Leadership

Night shift

Communication

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 (1 Manager , 1 Assistant Manager and 14 Real Time Analysts)

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