Workforce Manager

Transcom; Pasig; On-site; PHP 900,000 - 1,500,000; Full time

Benefits offered by this job

Day 1 HMO

Rice Subsidy

Clothing Allowance

24/7 Teleconsult

Free Psychologist Consultation

In-house & Online Pharmacy

Retirement Fund

Free Meal & Medicine (Tap Card Rewards

Loyalty Incentives

Free Shuttle Service

Job summary

Transcom Pasig seeks a seasoned Workforce Manager to lead real-time staffing, forecasting and analytics for the site. You’ll drive service levels and efficiency, partner with client services, operations and IT, and deliver clear performance reporting.

Candidate must have 5+ years in workforce management in contact centers, with 3+ years leading teams; hands-on experience with WFM tools and work-from-home setups will be an advantage.

Qualifications

• 5+ years of Workforce Management experience in Contact Center environment.
• Experience managing groups of Workforce Analysts/Leaders (3+ years).
• Hands-on experience supporting work-at-home operations is advantageous.
• Strong mastery of WFM mathematics and reporting.

Responsibilities

• Looks after forecast and creates if necessary.
• Ensure programs are right staffed, efficiently scheduled and service levels are met while maintaining profitability.
• Make recruitment recommendations and identify opportunities through skills-based routing and capacity analysis.
• Monitor recruitment and headcount for advanced plans and changes across campaigns.
• Record changes and report on expected and actual results.
• Monitor performance trends across lines of business and provide insights.
• Maintain seat capacity and campaign allocations for all sites.
• Review shift patterns to match business requirements.
• Serve as primary contact for clients and operations on WFM capacity planning.
• Document issues impacting services and ensure disclosure.
• Deliver clear KPI reports with commentary on workforce and shift performance.

Skills

Forecasting

Staff planning

Real-time analytics

Communication

Problem solving

Education

College degree in business or technical field

Tools

Aspect eWFM

Verint

iEX

Job description

Transcom is looking for talented individuals like you to join our awesome team! Be the next Workforce Manager for our Transcom Pasig site.

Join our Transcom Family as a Workforce Manager!

The Workforce Manager possesses a strong knowledge of real time management workforce, scheduling employees, workload forecasting, staff planning and real time/reporting/analytics. This leader is responsible for the attainment of all service level and efficiency goals, building relationships with external client/s and cross‑functional business teams not limited to internal Workforce Management, Operations, Training, Recruitment and IT; providing clear reporting and communication to a diverse team.

Primary Duties & Responsibilities:

• Looks after forecast and creates if necessary
• Ensure programs are right staffed, efficiently scheduled and service levels are met while maintaining profitability
• Make recruitment recommendations and identify opportunities and benefits offered through skills based routing, demonstrating the benefit of proposed changes through testing scenarios, capacity and sensitivity analysis
• Responsible for monitoring recruitment and actual headcount to make advanced plans for required changes to optimize delivery of resource and skills, identifying when new groups and team managers are required
• Aware of and record business, resource and seasonal changes, making appropriate resource plans for expected changes in profile and workloads, reporting on expected and experienced results.
• Monitors all LOB’s performance and provide trends and analysis
• Maintains the seat capacity requirement and campaign seat allocations for all handled sites
• Constantly monitor and review effective shift patterns to match business requirements
• Act as point of contact for clients, client services and operations management for all matters involving WFM capacity planning
• Maintains processes that ensure customer disclosure of issues that directly impact services.
• Deliver effective and accurate reports detailing key performance indicators and commentary relating to workforce and shift performance, identifying the proposed and actual shift efficiency factors and clearly stating all assumptions applied

What we are looking for:

To be successful in this role you must…

Educational Background:

- College graduate of a business or technical course and from a reputable institution.

Work Experience:

- Minimum of 5 years of Workforce Management experience in Contact Center environment.

- With at least 3 years of managing group/s of Workforce Analysts and/or Leaders providing end to end services to multiple campaigns, or combined agent headcount of more than 6,000.

- Solid experience in supporting inbound contact center/s, and preferably with hands on experience supporting a work-at-home operations set up.

Skills Requirements:

- Mastery of Workforce Management Mathematics.

- Expert user of WFM applications not limited to Aspect eWFM, Verint, iEX, etc.

- Able to clearly articulate performance results to internal and external stakeholders.

- Excellent verbal and written communication skills. Ability to communicate in a clear and concise manner.

- Must be a quick thinker, with high sense of urgency, and sound problem solving skills.

- Ability to continually support people through individual development plans.

- Able to start and manage one of more simultaneous projects.

- Extensive background in process writing and can perform periodical compliance audit.

- Exceptional analytical skills.

- Proficient in using Microsoft Office software products.

What's in it for YOU!

Driven by our "Malasakit" culture, we make certain that our team members are well‑cared for. Hence we are proving these employee benefits, which you'll be able to utilize once you join our team!

• Day 1 HMO
• Rice Subsidy
• Clothing Allowance
• 24/7 Teleconsult
• Free Psychologist Consultation
• In-house & Online Pharmacy
• Retirement Fund
• Free Meal & Medicine (through Transcom’s Tap Card Rewards)
• Loyalty Incentives
• Free Shuttle Service

What Life at Transcom is like!

At Transcom, we’re relentlessly committed to our clients and each other. Every day, someone starts their journey with Transcom. Taking the potential they have today, and turning it into skills for the future. Getting recognized for working hard, being a team player, and supporting others. Championing positive, lasting change in their teams and communities. That’s just how we are at Transcom. Here we care, and root for each other. You’re included, just as you are, from day one. And with the right mindset, there’s no end to how far we can go together.

We are highly driven by our "Malasakit" culture. Transcom, in its very core, is all about an inclusive team that is focused on people. It all comes down to setting the bar for dignity, equality, and respect. It means that each one takes part in proactively shaping, cultivating, and building the company we want to work and live in. This is why genuine concern is so vital to us.