Workforce Manager | Legazpi | Offers RelocationSutherland is seeking an analytical and dynamic person to join us as a Workforce Management Manager. The WFM Site Lead will coordinate all aspects of workforce planning, scheduling, and real-time management for the assigned site(s). We are a group of energetic and hard-working individuals. If you are looking to build a fulfilling career and are confident you have the skills and experience to help us succeed, we want to work with you!
Managers in this role get to: Impact the bottom line: Participate in the analysis, evaluation, and implementation of existing and proposed systems and tools used for workforce planning, monitoring and forecasting
Represent the Workforce Department: Participate in customer presentations, client calls, and quarterly business reviews to represent the workforce management department
Support the Team: Consult with local managers, project managers, and other key players to define scheduling/forecasting requirements to meet call center metrics and communicate workforce scheduling and intra-day operations objectives
Set the Path to Success: Implement and maintain intra-day workforce team responsibilities to assist service delivery in achieving desired performance metrics
Take the Lead: Create procedures necessary to successfully monitor daily operations and advise managers on appropriate action steps.
Be the Expert: Act as a resource to provide best practices to assist management in scheduling and workforce planning
Uphold Performance Metrics: Analyze scheduling needs on a weekly basis to ensure adequate phone coverage and compare weekly schedules to workforce management recommendations for accurate implementation
Plan Ahead: Compile and interpret statistical information to calculate and project staffing requirements of department
Our most successful candidates will have: Minimum of 2-3 years experience in Workforce ManagementStrong verbal and written communication skills; be able to communicate in a clear, constructive, and professional mannerStrong analytical skills; be able to interpret data, identify trends, and make suggestions for improvementsDemonstrated leadership skills; be able to take the lead in making improvements and resolving issuesAbility to be pro-active in developing trust and professional rapport with employees and team members; work as a team-playerAbility to efficiently manage time and keep track of multiple schedules, meetings, and initiativesAbility to work in MS OfficeAbility to present in front of large groups of senior leaders in a professional and effective wayAbility to identify and address professional development needs and knowledge gaps Be careful - Don't provide your bank or credit card details when applying for jobs. Don't transfer any money or complete suspicious online surveys. If you see something suspicious, report this job ad .
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