Deskripsi Pekerjaan
Are you ready to lead the future of workforce operations? Ubiquity is seeking a highly skilled Senior Manager, Workforce Management to join our dynamic team in Binan, Laguna. In this pivotal role, you will be responsible for optimizing workforce planning, forecasting, and scheduling strategies to ensure peak performance across our contact center operations. We are looking for a strategic thinker who can drive efficiency, reduce attrition, and enhance the overall employee experience while ensuring seamless service delivery.
As a key leader within the organization, you will be instrumental in shaping the future of our operations. You will analyze complex data to drive decision-making, mentor a high-performing team of analysts, and implement innovative solutions to meet business objectives. If you are passionate about workforce optimization and have a proven track record of success in the BPO industry, we want to hear from you.
Tanggung Jawab
- Develop and execute comprehensive workforce management strategies to meet business objectives and service level agreements (SLAs).
- Lead forecasting, scheduling, and staffing planning processes to ensure optimal resource allocation across all shifts.
- Analyze performance metrics, call volume trends, and historical data to identify areas for improvement and operational efficiency.
- Coach and mentor a team of workforce analysts to foster professional growth, high performance, and engagement.
- Collaborate with department heads and operations managers to align WFM initiatives with broader organizational goals.
- Implement and maintain WFM tools and technologies to streamline operations and enhance reporting capabilities.
- Drive initiatives to reduce attrition and improve agent retention through effective workforce planning.
Kualifikasi
- Bachelor's degree in Business Administration, Management, or a related field.
- Minimum of 5-7 years of experience in Workforce Management, preferably within the BPO or Call Center industry.
- Strong proficiency in WFM systems such as Verint, Calabrio, or Nice.
- Proven track record of leading teams and managing large-scale workforce projects.
- Excellent analytical skills with the ability to interpret complex data and generate actionable insights.
- Strong communication and interpersonal skills with a focus on leadership and cross-functional collaboration.