Workforce Manager

Bravissimo Resourcing Inc.; Taguig; On-site; PHP 669,600 - 892,800; Full time

Job summary

A leading resourcing company in the Philippines is seeking a Workforce Management Specialist to predict staffing needs, analyze performance data, and oversee scheduling. Ideal candidates will have at least 5 years of experience in workforce management within the call center industry, excellent analytical skills, and proficiency in WFM tools such as Avaya CMS. The role demands strong communication abilities and proficiency in Excel, with opportunities to enhance team skills and handle high-level data analysis.

Qualifications

• Minimum of 5 years WFM experience in Call Center Industry.
• Overall experience of 8 years in the industry.
• Familiarity with reporting and analysis.

Responsibilities

• Manage staffing needs based on call volumes or workload.
• Analyze employee productivity and performance data.
• Oversee live operations to ensure quality.
• Generate reports on key metrics for leadership.

Skills

Strong Analytical skills

Good communication skills

Team management

Excel skills

Knowledge of WFM tools (Aspect/IEX/BP)

Knowledge of VBA/SQL

Tools

Avaya CMS

Workforce Optimization (WFO) software

Job description

• Forecasting & Scheduling: Predict staffing needs based on call volumes or workload, then create optimal schedules and manage time-off requests.
• Performance Monitoring: Analyze employee attendance, productivity, and performance data to identify trends and areas for improvement.
• Real-Time Management: Oversee live operations to ensure proper staffing and service quality, making adjustments as needed.
• Reporting & Analysis: Generate reports on key metrics (efficiency, absenteeism, cost) for leadership.
• Process Improvement: Use Workforce Optimization (WFO) software and data to enhance efficiency and meet operational goals.
• Compliance: Ensure adherence to labor laws and company policies.

Responsibilities

• Analysis – Strong Analytical skills
• Should be able to handle and achieve the departmental requirements.
• Knowledge of VBA, MS Access, SQL preferable.
• Maintaining secrecy of data.
• Knowledge (what the person must know): Understanding of operational process, logical thinking, reporting and analysis.
• Should be open to change; multi-tasking skills.
• Team management.
• Own the MIS delivery for the account with respect to all aspects of WFM – Planning, Scheduling, Forecasting, Real-Time Management, Reporting.

Key Deliverables (KRA/Measure):

• Accurate and timely reporting.
• Client Management – Internal and External
• Ability to work on data and generate various types of dashboards, reports/ad-hoc reports.
• Meeting client requirements within TAT and with accuracy.
• Ability to handle high level data analysis and data.
• Ensure all SLA’s related to business in terms of MIS like Service Level, Abn %, etc. are met consistently.
• Should be able to ensure that monthly volumes are handled effectively without any negative impact on the revenue.
• Should look at revenue enhancement opportunities within the business.
• Should contribute to the business by proactively providing solutions to preempt possible situations which could impact performance/revenue.

Qualifications / Skill Sets

• Should have sound knowledge of WFM – Planning, Scheduling, Forecasting, Real-Time Management, Reporting.
• Good on communication all round and able to control the flow of conversation to effectively communicate to one and all.
• Should have good Excel skills and be able to up-skill the team on Excel skill sets if required, be hands on with creating reports.
• Knowledge of VBA/SQL preferable.
• Should have exposure to Aspect/IEX/BP standard WFM tools.
• Should be sound in his knowledge of Avaya CMS.
• Should be able to think on the feet to make decisions related to steps which would impact business.

Experience

• Should have WFM experience (please refer to the section “Skill Sets”) for a minimum of 5 years and overall experience of 8 years in the Call Center Industry.