Deskripsi Pekerjaan
Are you a strategic leader with a passion for optimizing workforce performance and driving operational excellence? Ubiquity is seeking a talented Senior Manager, Workforce Management to join our growing team in Metro Manila. In this key leadership role, you will be responsible for overseeing the entire workforce planning lifecycle, ensuring that we have the right people in the right place at the right time to meet our business objectives.
You will lead a team of analysts to develop accurate forecasts, create efficient schedules, and analyze performance metrics to drive continuous improvement. We are looking for a data-driven professional who can mentor staff, collaborate with cross-functional departments, and implement innovative strategies to enhance the customer experience while maintaining cost efficiency. If you are ready to take your career to the next level and make a significant impact at a dynamic company, we want to hear from you.
Tanggung Jawab
- Lead the strategy and execution of workforce management processes, including forecasting, scheduling, and attrition management.
- Oversee a team of workforce analysts, providing mentorship, training, and performance feedback.
- Analyze complex data sets to identify trends, inefficiencies, and opportunities for process optimization.
- Collaborate with Operations and Sales leadership to align staffing levels with business demands and seasonal fluctuations.
- Monitor key performance indicators (KPIs) such as service levels, abandonment rates, and occupancy to ensure targets are met.
- Develop and maintain reports to track progress and communicate insights to senior management.
Kualifikasi
- Bachelor’s degree in Business Administration, Statistics, Mathematics, or a related field.
- Minimum of 5-7 years of experience in Workforce Management, with at least 2-3 years in a supervisory or management capacity.
- Proven expertise in WFM tools (e.g., Calabrio, Nice, Genesys, or equivalent).
- Strong analytical skills with the ability to interpret data and translate insights into actionable business strategies.
- Excellent communication and leadership skills, with the ability to influence cross-functional teams.
- High proficiency in Microsoft Excel and other reporting software.