Deskripsi Pekerjaan
Are you ready to lead the future of workforce strategy? Ubiquity is seeking a dedicated and analytical Manager, Workforce Management in Iloilo. In this pivotal role, you will oversee the entire workforce lifecycle, ensuring optimal staffing levels, efficient scheduling, and high-quality performance management. We pride ourselves on a culture of excellence, and we need a strategic thinker to drive our contact center operations forward.
As a WFM Manager, you will collaborate with cross-functional teams to forecast demand, analyze operational data, and implement process improvements that enhance both customer experience and agent efficiency. You will play a key role in mentoring supervisors, optimizing scheduling tools, and ensuring our team meets strict service level agreements while maintaining a healthy work-life balance for our staff. If you have a passion for data-driven decision-making and leading people, this is the perfect opportunity to advance your career with a dynamic organization.
Tanggung Jawab
- Develop and maintain accurate long-term and short-term workforce forecasts based on historical data and projected trends.
- Design and manage complex weekly and daily schedules to meet service level goals and handle volume efficiently.
- Analyze performance metrics (AHT, ASA, FCR, Shrinkage) to identify trends and areas for operational improvement.
- Lead the recruitment, training, and onboarding processes for new agents and WFM staff members.
- Coach and mentor team leads and supervisors to improve their leadership and analytical skills.
- Utilize WFM software (e.g., Verint, Calabrio) to optimize scheduling strategies and track adherence.
- Implement workforce policies and procedures to ensure compliance and operational excellence.
Kualifikasi
- Bachelor’s degree in Business Administration, Operations Management, Industrial Engineering, or related field.
- Minimum of 3-5 years of experience in Workforce Management, specifically within a call center or BPO environment.
- Proven experience in forecasting, scheduling, attrition management, and performance reporting.
- Advanced proficiency in Microsoft Excel (Pivot Tables, VLOOKUP, Charts).
- Strong leadership, communication, and interpersonal skills with the ability to influence cross-departmental teams.
- Demonstrated ability to work in a fast-paced, results-oriented environment with tight deadlines.
- Knowledge of WFM best practices and workforce optimization tools.