Workforce & Reporting Lead: Data-Driven Scheduling

Tech Mahindra; Quezon City; On-site; PHP 900,000 - 1,800,000; Full time

Benefits offered by this job

Health coverage

Career growth opportunities

Employee trainings

Refer a friend rewards

Job summary

Tech Mahindra Philippines in Eastwood, Quezon City, is seeking a Workforce and Reporting Manager to own the MIS delivery for the account, covering planning, scheduling, forecasting, real-time management and reporting.

You will lead the WFM team, ensure SLA metrics are met, analyze high-level data, generate dashboards and ad-hoc reports, and collaborate with clients to drive performance and revenue.

Qualifications

• Minimum of 5 years of Workforce and Reporting Management experience and 8 years overall in the Call Center Industry.
• Excellent knowledge of WFM functions: Planning, Scheduling, Forecasting, Real-Time Management, and Reporting.
• Proficiency in Excel; ability to upskill the team in Excel as needed.
• Preferably knowledgeable in VBA, SQL, MS Access.
• Familiarity with WFM tools such as Aspect, IEX, and BP standard tools.
• Strong analytical skills and logical thinking.
• Effective communicator across levels.

Responsibilities

• Own the MIS delivery for the account across all aspects of Workforce and Reporting Management: Planning, Scheduling, Forecasting, Real-Time Management, and Reporting.
• Perform accurate and timely reporting to meet client requirements within TAT.
• Analyze high-level data and generate dashboards, reports, and ad-hoc reports.
• Ensure SLA metrics such as Service Level and Abandonment Rate are consistently met.
• Identify revenue enhancement opportunities within the business and mitigate risks.

Skills

Workforce management

Reporting

Excel

VBA

SQL

MS Access

Aspect WFM

IEX

BP tools

Avaya CMS

Analytical thinking

Communication

Decision making

Change management

Tools

Aspect

IEX

BP standard tools

Avaya CMS

Job description

Tech Mahindra Philippines in Eastwood, Quezon City, is seeking a Workforce and Reporting Manager to own the MIS delivery for the account, covering planning, scheduling, forecasting, real-time management and reporting.

You will lead the WFM team, ensure SLA metrics are met, analyze high-level data, generate dashboards and ad-hoc reports, and collaborate with clients to drive performance and revenue.