Workforce Manager

Enshored; Pasig; On-site; PHP 893,000 - 1,339,000; Full time

Job summary

Enshored in Manila is seeking an experienced Information Management/Forecasting and Scheduling Lead to oversee accuracy and timeliness of generated reports across the team, providing feedback to improve efficiency for client expectations.

You will coordinate with Program Directors and HR to align processes, manage documentation, and drive performance through real-time issue resolution and staffing optimization.

Qualifications

• 3 years of management experience in a call center environment.
• Experience in analytics and reporting functions is preferred.
• Strong English verbal and written communication skills.

Responsibilities

• Ensure accuracy and timeliness of generated reports for the entire team.
• Provide feedback to the Scheduling and Forecasting unit to improve efficiency.
• Coordinate with HR and Operations to align processes and staffing.
• Manage real-time issue resolution and escalation.

Skills

Team leadership

Forecasting & scheduling

Analytical thinking

Data analysis

Tools

RightForce

Aspect eWorkforce

IEX

Lucent CMS

Job description

Specifically responsible for checking the accuracy & timeliness of generated reports of the entire team hence, evaluating and providing feedback to the Forecasting and Scheduling team thereby ensuring efficiency in the delivery of service and expectations of the client.

Information Managemen

• tDevelops a complete understanding of the client's business model, policies, and procedures as they relate to Enshored
• .Manages documentation and escalation of real-time internal and external IT issues
• .Provides feedback to the Scheduling and Forecasting unit on the effectiveness of schedules for all accounts on a regular basis
• .Ensures that policy rollouts happen smoothl

y
Planni

• ngUpdates / Creates SOPs (standard operating procedures) with appropriate participation from Program Director
• s.Manages identification, documentation, and analysis of client issues. Provide Operations Director/Managers with input on possible resolutions. Provide solutions to escalated RTA issues and update

s.
Liaise with Other Departments/Un

• itsLiaise with Forecasting and Scheduling Manager, Team Managers, and Operations Managers/Program Director to ensure that processes and communication are align
• ed.Coordinates with HR Recruitment regarding open positions within the RTA te

am.
Quality Manage

• mentCreates and manages a high awareness to drive high utilization across the lines of busin
• ess.Supports the client's customers to effectively support Operati
• ons.Manages delivery of service on the floor and makes real-time decisions to optimize resources and meet service issues and demands. Liaise with other departments for the timely and effective resolution of iss

ues.
Staff Development/Manag

• ementSets goals and conducts annual performance appraisals for Workforce Lead and quarterly progress discussion reviews to ensure that targets are
• met.Manages with Workforce Lead regarding the performance of Real-Time Anal
• ysts.Supervises, coaches, and develops Workforce Leads and manages the delivery of service on the f
• loor.Creates a positive work atmosphere and team sp
• irit.Conducts quarterly feedback sessions with direct reports’ teams and creates an action plan to resolve outstanding is
• sues.Manages a team of Workforce L
• eads.Ensures that supervisors address RTA and Specialists’ needs, concerns, performance, motivation issues, and confl

icts.

• OTHERSPerforms other related duties as may be assigned either in support of divisional/departmental goal attainment or for his/her personal and professional training, education, or development as programmed by supe

riors.
Problem Analysis and Job Empow

erment:The post involves effective interpersonal and management skills to keep the team carry-out its functions with the utmost consideration on the accuracy of reports. It also allows issue resolution and decision-making on escalated RTA issues and

trends.
Position Requi

rements:Education/Exp

• ication)3 years of management experience in a call center envi
• perienceExperience in analytic and reporting functions is pr
• eferred.Broad knowledge of contact center & customer service op

erations
Knowledge/Skills/A

• bilities:Proficiency in the use of workforce management software (preferably RightForce, Aspect eWorkforce, Management, and IEX) and telecommunication systems (Lucent CMS reporting, Lucent ACD system, call master, Automatic call recording and monitorin
• g system)Basic concept of queuing and traffic management using Erla
• ng theorySolid knowledge of call center metrics and WFM policies and p

rocedures(Involves RTA knowledge validation thru testing and i

• nterview)Excellent verbal and written English communicatio
• n skills.Displays strong leadership p
• otential.Ability to manage direct reports
• remotely.Excellent analytical & quantitati
• ve skillsDemonstrated ability to work under pressure and
• produce.Highly skillful in using all Microsoft Office
• products.Possesses strong interpersonal & customer servic
• e skills.Ability to multi-task, adapt to change, and achieve results with accuracy and p
• recision.Requires time management and organizationa
• l skills.Computer proficient and technol