Workforce Manager - AU BPO

Probe CX; Makati; On-site; PHP 700,000 - 1,000,000; Full time

Job summary

Probe CX in Makati is seeking a Manager to lead programme staffing, ensuring daily, weekly and interval coverage targets are met. You will oversee WFM real-time and scheduling activities, and coordinate with clients and internal stakeholders to deliver concise updates.

The role focuses on identifying opportunities, implementing real-time improvements, auditing processes for accuracy, and managing deviations with financial impact across campaigns and departments.

Qualifications

• At least 2-5 years of experience as a Manager.
• Preferably with end-to-end process background.
• Must be amenable to work in Wilcon IT Hub, Makati.

Responsibilities

• Manage end to end Capacity Planning & Seat Management across campaigns
• Create or build staffing capacity plans based on contact forecast
• Analyze contact patterns understanding daily, weekly, monthly & annual patterns
• Create and manage reporting and analysis information from different lines of businesses, contact types, agent utilization and attrition
• Liaise with Client & Stakeholder and drive seat utilization
• Create and deliver reports to clients and managers including other Support Departments, to plan and effect measures to achieve operational and strategic business results
• Manage deviations from the plan that have financial impact
• Monitor key manufacturing processes for capacity and demand, identify capacity constraints and provide analysis
• Review data and trends and diagnose problems and concerns
• Collaborate with internal stakeholders to obtain and ensure that current and accurate information is used for planning purposes to meet operational requirements

Job description

About the role

As a manager, you will be responsible for managing programme staffing to meet daily, weekly, and interval staffing requirements. You are responsible for achieving compliance to WFM operating procedures, oversight of WFM real-time and scheduling responsibilities and other workforce-related management tasks. You will closely coordinate with various business stakeholders, liaise with clients and internal stakeholders to drive and deliver information in a concise manner. You will identify areas of opportunity and implement innovative real-time solutions to maximize efficiency, and implement and perform audits to ensure accuracy in all processes and deliverables.

Key responsibilities

• Manage end to end Capacity Planning & Seat Management across campaigns

• Create or build staffing capacity plans based on contact forecast

• Analyze contact patterns understanding daily, weekly, monthly & annual patterns

• Create and manage reporting and analysis information from different lines of businesses, contact types, agent utilization and attrition

• Liaise with Client & Stakeholder and drive seat utilization

• Create and deliver reports to clients and managers including other Support Departments, to plan and effect measures to achieve operational and strategic business results

• Manage deviations from the plan that have financial impact

• Monitor key manufacturing processes for capacity and demand, identify capacity constraints and provide analysis

• Review data and trends and diagnose problems and concerns

• Collaborate with internal stakeholders to obtain and ensure that current and accurate information is used for planning purposes to meet operational requirements

About you:

• At least 2-5 years of experience as a Manager

• Preferably with end-to-end process background

• Must be amenable to work in Wilcon IT Hub, Makati