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Workforce Manager

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Workforce Manager
Company:

Transcom Worldwide Philippines, Inc.


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Workforce Manager

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Details of the offer

Heads end to end Workforce team who will support North America campaigns. This role requires flexibility, effective leadership and management skills for the following areas.

Essential Duties & Responsibilities:
Responsible for Workforce Management & Service Delivery to Internal & External Customers.
Responsible for managing and leading a multi-site WFM team under the centralized structure (Capacity Planning/Scheduling/Real-Time Management/Reporting Lead), which supports campaigns spread across different clients. Effectively support and mentor the team to service Operations better.
Directly manages WFM, Client KPIs and Financial performance in a multi-site, multi-platform across different verticals. Serves as a checkpoint and reviewer of WFM processes, practices and output.
Provides input/support to Finance, Recruitment, Sales, HR/Payroll and other functions as necessary.
Takes ownership, engages with Ops team and drives improvement/resolution by developing plans, processes, recommending solutions/strategies and ensuring execution.
Ensures efficient levels of staffing and occupancy, optimizes the resources to maximize service level, seat utilization while maintaining financial rigor.

Additional Specific Duties & Responsibilities:
Develop process maps, scorecards and performance management plans to drive a structured approach to managing the team.
Participate in meetings and initiatives that sit at a cross-section of several functions including WFM – provide inputs, and play a contributing role.

Work Experience:
?
At least 5 years of WFM experience in a multi-site, multi-client, BPO environment.
Minimum 3 year experience as a WF Manager responsible for multiple clients ranging from small-medium(10-300FTE) to large (2000+ FTE).


Source: Bossjob


Area:

Requirements

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