Deskripsi Pekerjaan
Are you ready to lead the charge in optimizing workforce efficiency and operational excellence? Ubiquity is seeking a skilled and strategic Manager, Workforce Management to join our dynamic team in Metro Manila. In this pivotal role, you will oversee the end-to-end workforce planning processes, ensuring that we meet our critical service level agreements while maximizing operational cost-efficiency.
You will collaborate closely with cross-functional teams to drive strategic decisions, analyze complex data sets, and implement best-in-class forecasting and scheduling strategies. If you are a results-oriented leader passionate about people analytics and process improvement, this is the perfect opportunity to advance your career with a leading industry provider.
Tanggung Jawab
- Lead and manage the Workforce Management (WFM) function, including forecasting, scheduling, and staffing optimization.
- Analyze operational data and trends to identify opportunities for productivity improvements and attrition reduction.
- Implement and maintain WFM best practices to ensure optimal agent productivity and adherence to service levels.
- Conduct regular performance reviews, provide coaching, and mentor the WFM team to foster professional growth.
- Partner with Operations and Quality Assurance to ensure alignment on service targets and operational goals.
- Prepare detailed reports, dashboards, and presentations for senior leadership regarding labor utilization and forecasting accuracy.
- Drive continuous improvement initiatives within the workforce planning process to support business growth.
Kualifikasi
- Bachelor’s degree in Business Administration, Human Resources, or a related field.
- Minimum of 3-5 years of experience in Workforce Management, preferably within a contact center or BPO environment.
- Strong proficiency in WFM tools and software (e.g., Genesys, Nice, Verint, or equivalent).
- Excellent analytical and problem-solving skills with a keen attention to data accuracy.
- Proven leadership experience with the ability to motivate and mentor a diverse team.
- Strong verbal and written communication skills in English.