Deskripsi Pekerjaan
Join Ubiquity as a Manager, Workforce Management and lead strategic workforce optimization in our dynamic call center operations. This pivotal role demands expertise in forecasting, scheduling, and real-time management to ensure operational excellence while delivering exceptional customer experiences. You'll drive data-driven decisions to enhance productivity, reduce costs, and maintain service level agreements. As a key leader, you'll collaborate with cross-functional teams to align workforce strategies with business objectives, mentor high-performing teams, and implement continuous improvement initiatives. Ubiquity offers a collaborative environment where your analytical skills and leadership will directly impact our growth trajectory.
At Ubiquity, we value innovation and professional development. You'll gain exposure to cutting-edge workforce management technologies and methodologies while contributing to a company that prioritizes employee growth and customer satisfaction. This position is ideal for a results-driven professional seeking to advance their career in BPO operations while making tangible contributions to our Cagayan de Oro team.
Tanggung Jawab
- Develop and implement workforce scheduling strategies to optimize coverage and adherence to service level agreements
- Analyze historical and real-time data to forecast staffing needs based on call volume and operational metrics
- Lead a team of workforce analysts, providing coaching and performance management
- Collaborate with operations, HR, and training departments to align workforce planning initiatives
- Monitor and report on key performance indicators (KPIs) including occupancy, adherence, and shrinkage
- Identify and resolve scheduling conflicts while ensuring compliance with labor regulations
- Implement continuous improvement projects to enhance workforce efficiency and agent productivity
Kualifikasi
- Bachelor's degree in Business Administration, Management, or related field (Master's preferred)
- Minimum 3 years of experience in workforce management within a call center or BPO environment
- Expertise in workforce management software (e.g., IEX, NICE, Calabrio)
- Strong analytical skills with proficiency in data interpretation and reporting
- Proven leadership experience with team management and mentorship
- Advanced knowledge of scheduling methodologies and forecasting techniques
- Excellent problem-solving abilities and decision-making skills
- Proficiency in Microsoft Office Suite and data visualization tools