Deskripsi Pekerjaan
Join Ubiquity as a Workforce Management Manager
Ubiquity is a leading global provider of outsourced customer experience solutions. We are currently seeking an experienced and dynamic Manager, Workforce Management to join our team in Southwoods, Biñan, Laguna.
As the Workforce Management Manager, you will be responsible for overseeing the workforce planning team, ensuring optimal staffing levels to meet service level goals while maximizing efficiency and reducing costs. You will lead forecasting, scheduling, real-time management, and reporting functions to support our call center operations.
Key Responsibilities:
- Lead and manage the workforce management team to achieve operational targets.
- Develop and maintain accurate long-term and short-term volume forecasts.
- Create and manage agent schedules to optimize service levels and occupancy.
- Monitor real-time adherence and make adjustments to meet performance metrics.
- Analyze historical data and trends to improve forecasting accuracy.
- Collaborate with operations leadership to align workforce strategies with business objectives.
- Prepare and present regular WFM reports and insights to stakeholders.
- Drive continuous improvement initiatives within the WFM function.
Qualifications:
- Bachelor's degree in any field, preferably in Business, Mathematics, or related discipline.
- At least 3-5 years of experience in Workforce Management within a call center or BPO environment.
- Proven experience in a managerial or supervisory role.
- Strong knowledge of WFM tools (e.g., Aspect, eWFM, IEX, Verint) and advanced MS Excel skills.
- Excellent analytical, problem-solving, and decision-making abilities.
- Strong leadership and communication skills.
- Ability to thrive in a fast-paced, dynamic environment.
- Flexibility to work in shifting schedules, including nights and weekends.
Ubiquity is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
Tanggung Jawab
- Lead and manage the workforce management team to achieve operational targets.
- Develop and maintain accurate long-term and short-term volume forecasts.
- Create and manage agent schedules to optimize service levels and occupancy.
- Monitor real-time adherence and make adjustments to meet performance metrics.
- Analyze historical data and trends to improve forecasting accuracy.
- Collaborate with operations leadership to align workforce strategies with business objectives.
- Prepare and present regular WFM reports and insights to stakeholders.
- Drive continuous improvement initiatives within the WFM function.
Kualifikasi
- Bachelor's degree in any field, preferably in Business, Mathematics, or related discipline.
- At least 3-5 years of experience in Workforce Management within a call center or BPO environment.
- Proven experience in a managerial or supervisory role.
- Strong knowledge of WFM tools (e.g., Aspect, eWFM, IEX, Verint) and advanced MS Excel skills.
- Excellent analytical, problem-solving, and decision-making abilities.
- Strong leadership and communication skills.
- Ability to thrive in a fast-paced, dynamic environment.
- Flexibility to work in shifting schedules, including nights and weekends.