Workforce Optimization Lead (Real-Time & Forecasting)

Acquire Intelligence; Pasig; On-site; PHP 800,000 - 1,200,000; Full time

Job summary

Acquire Intelligence in Pasig, Philippines is seeking an experienced Workforce Management Manager to lead Real Time Analysts, Reports Analysts, and Capacity/Resource Planning across sites. You will analyze past volume, forecast accuracy, and drive actions to meet service goals.

You will collaborate with Account Managers and clients, manage schedules, conduct performance appraisals, and develop a high-performance team, coaching for operational excellence within a dynamic outsourcing environment.

Responsibilities

• Manage a team of Real Time Analysts, Reports Analysts, Capacity and Resource Planning across single or multiple sites
• Analyze past volume and staffing patterns and implement actions required based on the forecast provided by the client to ensure service goals are met
• Conduct analysis and recommend solutions to real time performance issues with the operational business units
• Validate forecasting and staff planning and work with Account Managers and clients
• Interface with Account Managers/Operations Directors as needed for escalation of service impacting issues
• Manage the staff schedules and responsibilities of Workforce Management team.
• Responsible for performance appraisals of all direct reports
• Establishes performance objectives for direct reports
• Coach and develop a high performance team through organizational leadership
• Demonstrate sound judgment and fairness when administering policies and procedures
• Ensure team accurately tracks and manages contact centre schedule adherence.
• Monitor absenteeism levels and work with Operations Team on attendance management initiatives
• Prepare daily/weekly/monthly reports and distribute to the Management team
• Manage staffing ratios and seat utilization/optimization to ensure contact centre goals are met
• Build effective working relationships with internal departments
• Work with Senior Management team on initiatives to support new business growth and overall operations
• Assist with special projects and other duties as assigned
• Management of Genesys system

Job description

Acquire Intelligence in Pasig, Philippines is seeking an experienced Workforce Management Manager to lead Real Time Analysts, Reports Analysts, and Capacity/Resource Planning across sites. You will analyze past volume, forecast accuracy, and drive actions to meet service goals.

You will collaborate with Account Managers and clients, manage schedules, conduct performance appraisals, and develop a high-performance team, coaching for operational excellence within a dynamic outsourcing environment.