Deskripsi Pekerjaan
Join Transcom as an Assistant Workforce Manager and become an integral part of our dynamic team! We're seeking a motivated professional to support our workforce operations and ensure optimal staffing levels across our contact centers. As an Assistant Workforce Manager, you'll play a crucial role in maintaining service excellence while balancing operational efficiency and employee satisfaction. This position offers a unique opportunity to develop your skills in workforce planning, scheduling, and team management within a fast-paced, customer-centric environment.
At Transcom, we value talent and provide a supportive workplace where you can grow your career. You'll collaborate with cross-functional teams to implement effective workforce strategies, analyze performance metrics, and contribute to continuous improvement initiatives. If you're passionate about people management and operational excellence, this role is your chance to make a significant impact while advancing your professional journey in the BPO industry.
Tanggung Jawab
- Assist in developing and implementing workforce plans to ensure adequate staffing levels
- Monitor daily attendance and adherence to schedules, taking corrective actions as needed
- Collaborate with team leads to address staffing gaps and adjust schedules accordingly
- Analyze call volume trends and historical data to forecast staffing requirements
- Support the preparation of reports on workforce performance and metrics
- Assist in training and coaching team members on attendance policies and procedures
- Coordinate with HR to address employee relations issues and ensure compliance with company policies
- Contribute to continuous improvement initiatives to enhance workforce efficiency
Kualifikasi
- Bachelor's degree in Business Administration, HR Management, or related field
- At least 1-2 years of experience in workforce management or a similar role
- Strong analytical skills with the ability to interpret data and metrics
- Excellent communication and interpersonal skills
- Proficiency in workforce management software and scheduling tools
- Knowledge of BPO operations and contact center metrics
- Ability to work under pressure and adapt to changing priorities
- Strong problem-solving skills and attention to detail