WorkforceManager

Acquire Intelligence Philippines Inc.; Pasig; On-site; PHP 700,000 - 1,100,000; Full time

Job summary

Acquire Intelligence Philippines Inc. is seeking a Workforce Management lead to guide a team of analysts across one or more sites in Metro Manila. You will monitor real-time performance, forecast demand, and coordinate staffing to meet strict service goals.

Key responsibilities include analyzing past volumes, aligning with Account Managers and clients, and coaching staff to deliver high performance. The role requires strong leadership, analytical skills, and meticulous reporting to management.

Qualifications

• Experience leading workforce management teams.
• Strong analytical skills with forecasting and scheduling expertise.
• Ability to collaborate with Account Managers and Operations Directors.

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 based on forecasts to meet service goals.
• Conduct analysis and recommend solutions to real time performance issues with operations.
• Validate forecasting and staff planning and coordinate with Account Managers and clients.
• Interface with Account Managers/Operations Directors for escalations.
• Manage staff schedules and responsibilities of Workforce Management team.
• Responsible for performance appraisals and setting objectives for direct reports.
• Coach and develop a high performing team through leadership.
• Ensure accurate tracking of contact centre schedule adherence and attendance management.
• Prepare daily/weekly/monthly reports and distribute to Management.
• Oversee staffing ratios and seat utilization to meet contact centre goals.

Skills

Real Time Analysts

Reports Analysts

Capacity Planning

Resource Planning

Forecasting

Scheduling

Leadership

Team Management

Tools

Genesys

Job description

We’re an award-winning global outsourcer providing contact center and back office services on behalf of our global clients. Come work at a place where innovation and teamwork come together to support the most exciting missions in the world!

Tasks for the day include, but are not limited to, the following:

• Manage a team of Real Time Analysts, Reports Analysts, Capacity and Resource Planning across single or multiple sites
• Analysepast volume and staffing patterns and implement actionsrequiredbased 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 WorkforceManagement team.
• Responsible for performance appraisals of all direct reports
• Establishes performanceobjectivesfor direct reports
• Coach and develop ahigh performanceteam through organizational leadership
• Demonstrate sound judgment and fairness when administering policies and procedures
• Ensure team accurately tracks andmanagescontactcentreschedule 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 contactcentregoals are met
• Build effective working relationships with internal departments
• Work with Senior Management team on initiatives to support new business growth and overall operations
• Assistwith special projects and other duties as assigned
• Management of Genesys system

Join the A-Team and experience the A-Life!