Deskripsi Pekerjaan
Join Ubiquity's dynamic leadership team as a Senior Manager of Workforce Management in Bacolod City! This pivotal role combines strategic planning with hands-on execution to optimize our call center operations. You'll drive workforce efficiency, ensure service level compliance, and lead a high-performing team in a fast-paced customer service environment. Ubiquity offers competitive compensation, comprehensive benefits, and a clear career growth path for ambitious professionals. As a key player in our operations, you'll shape workforce strategies that directly impact customer satisfaction and business success. Apply today to become part of an innovative company that values leadership excellence and operational expertise.
Tanggung Jawab
- Develop and implement comprehensive workforce planning strategies to align staffing with business objectives
- Lead, mentor, and develop a team of workforce analysts and coordinators
- Monitor and optimize real-time staffing levels using WFM tools and predictive analytics
- Analyze operational metrics (AHT, FCR, SLA) to identify improvement opportunities
- Ensure compliance with labor laws and company policies across all scheduling activities
- Collaborate with operations, HR, and finance departments to forecast staffing needs
- Design and maintain efficient shift patterns and break schedules
- Implement quality assurance processes for scheduling adherence and performance
Kualifikasi
- Bachelor's degree in Business, Operations Management, or related field (Master's preferred)
- 5+ years of workforce management experience in BPO/call center environments
- Proven leadership experience managing teams of 5+ professionals
- Advanced proficiency in WFM software (e.g., IEX, Verint, Calabrio)
- Strong analytical skills with experience in forecasting and capacity planning
- Expert knowledge of labor regulations and compliance requirements
- Exceptional problem-solving and decision-making abilities
- Excellent communication skills for cross-departmental collaboration