Deskripsi Pekerjaan
Are you a highly analytical and proactive individual with a passion for optimizing contact center operations? Transcom, a global leader in customer experience, is seeking an experienced Assistant Workforce Manager specializing in Capacity Planning to join our dynamic team in Davao. This is a pivotal role where you'll contribute significantly to ensuring our call center operates at peak efficiency, maintaining exceptional service levels while managing resources effectively.
At Transcom, we believe in fostering an environment where talent thrives. As an Assistant Workforce Manager, you will play a crucial part in forecasting workload volumes, optimizing staffing levels, and developing robust capacity plans that align with business objectives. You'll be instrumental in analyzing performance metrics, identifying trends, and implementing strategies that enhance productivity and customer satisfaction.
If you possess a keen eye for data, a knack for strategic planning, and a desire to make a tangible impact in a fast-paced environment, we want to hear from you. Join Transcom in Davao and become a key player in shaping the future of customer service, enjoying a rewarding career path with opportunities for growth and professional development. Be part of our awesome team and help us deliver world-class customer experiences!
Tanggung Jawab
- Develop and maintain accurate workload forecasts and staffing requirements based on historical data, business trends, and promotional activities.
- Create and optimize capacity plans to ensure appropriate staffing levels are met across various queues and channels, balancing service levels with cost efficiency.
- Analyze contact center performance data, identify trends, and provide actionable insights to management for strategic decision-making.
- Collaborate closely with Operations, Training, and Recruitment teams to ensure alignment on staffing plans and resource allocation.
- Monitor real-time call volume, agent adherence, and service levels, making recommendations for intraday adjustments as needed.
- Prepare and present detailed reports on forecast accuracy, staffing variances, and operational performance to stakeholders.
- Identify opportunities for process improvement within workforce management and capacity planning methodologies.
- Utilize WFM software and other analytical tools effectively to support planning activities.
Kualifikasi
- Bachelor's degree in Business Administration, Statistics, Mathematics, or a related quantitative field.
- Minimum of 2-3 years of experience in Workforce Management, specifically in Capacity Planning or Forecasting, within a call center or BPO environment.
- Strong analytical and problem-solving skills with the ability to interpret complex data and translate it into actionable strategies.
- Proficiency in Workforce Management (WFM) software (e.g., Aspect, Verint, Teleopti, Genesys) and advanced Microsoft Excel skills.
- Excellent communication (written and verbal) and presentation skills, with the ability to articulate complex information clearly.
- Demonstrated ability to work effectively in a fast-paced, dynamic environment and manage multiple priorities.
- High attention to detail and accuracy in data analysis and reporting.
- Familiarity with contact center metrics and KPIs (e.g., AHT, Shrinkage, Service Level, Occupancy).