Deskripsi Pekerjaan
Are you ready to take your career to the next level? Ubiquity is seeking a highly skilled Manager, Workforce Management to join our dynamic team in Bacolod. In this pivotal role, you will oversee the planning, scheduling, and analysis of workforce activities to ensure optimal service delivery and operational efficiency.
As a leader in the Call Centre & Customer Service sector, we value data-driven decision-making and strategic planning. You will be responsible for mentoring a team of analysts, implementing forecasting models, and ensuring that our staffing levels align perfectly with business demands. If you thrive in a fast-paced environment and enjoy solving complex people problems, we want to hear from you.
Tanggung Jawab
- Lead the development and execution of workforce planning strategies, including forecasting, scheduling, and demand management.
- Monitor key performance indicators (KPIs) such as Average Handle Time (AHT), First Contact Resolution (FCR), and occupancy rates.
- Analyze historical data to predict staffing needs and optimize resource allocation.
- Manage a team of WFM analysts, providing coaching and performance feedback to drive excellence.
- Collaborate with operations management to adjust schedules in real-time based on call volume fluctuations.
- Implement and maintain WFM software and tools to streamline processes.
- Ensure compliance with labor laws and company policies regarding hours and shifts.
Kualifikasi
- Bachelor's degree in Business Administration, Operations Management, or related field.
- Minimum of 3-5 years of experience in Workforce Management or Contact Center operations.
- Proven experience leading teams and managing project timelines.
- Strong proficiency in WFM tools (e.g., Calabrio, Nice, Verint) and Microsoft Excel.
- Excellent analytical and problem-solving skills with a keen attention to detail.
- Strong communication and interpersonal skills.