Responsibilities:
- Direct WFM team in all aspects of Workforce Management including Forecasting, Capacity Planning, Scheduling, and Real Time Management for Manila & Cebu sites across multiple business units
- Support workforce management while driving cost savings through improved operational efficiencies including queue design, occupancy, and scheduling efficiencies, along with highly effective management of agent FTE through capacity management across different customer interaction tools
- Design workforce processes, procedures and methodologies used for developing accurate and timely forecasts for staff and capacity planning
- Maintain appropriate reporting of systems and procedures for hiring, turnover, and tenure to identify trends which impact staffing, recruiting ability, and staff productivity
- Accountable for business continuity planning, and supporting and advancing technical systems/ telephony and contact center capabilities
- Budgetary responsibilities which includes assisting in the preparation of the annual CSR budget for all supported business units and monitoring/reporting on expenditures in relation to the budget
- Oversee and develop the performance of the WFM teams,
including forecast accuracy, scheduling efficiency, schedule adherence targets, real-time management performance, and make high level decisions and recommendations
- Coordinate strategic implementations with clients and business partners
Requirements:
- Ability to work cross-organizationally at senior levels to champion/drive change and solutions
- Demonstrate a well-defined customer-centric approach to workforce management in a dynamic environment
- Experience with WFM related tools such as, but not limited to EWFM, IEX and RTA
- Strong organizational, presentation, interpersonal and consultative skills
- Proficient in creating reports and in using MS Office
Must be willing to work flexible schedules (including weekends and holidays) and travel to multiple sites