Deskripsi Pekerjaan
Are you a strategic thinker with a passion for optimizing workforce efficiency? Infosys BPM is looking for a dynamic WFM Assistant Manager to join our thriving team in the heart of Bonifacio Global City (BGC), Taguig. As a global leader in business process management, we offer an environment where your analytical skills directly impact business outcomes.
In this pivotal role, you will oversee workforce planning, forecasting, and scheduling for our contact center operations. You will work closely with operations leadership to ensure optimal staffing levels, improve service levels, and drive operational excellence. If you are ready to take your career to the next level in a prestigious corporate hub, we want to hear from you.
Tanggung Jawab
- Monitor and analyze workforce data to ensure optimal staffing levels and service quality.
- Develop and maintain accurate forecasting models for call volume and handle time.
- Create and optimize shift schedules to balance employee well-being and business needs.
- Conduct performance analysis and provide actionable insights to leadership.
- Lead and mentor a team of WFM analysts to foster professional growth.
- Collaborate with operations managers to align workforce strategies with business goals.
- Implement and improve WFM tools and methodologies.
Kualifikasi
- Bachelor's Degree in any field, preferably Business Administration or Operations.
- Minimum of 3-5 years of experience in Workforce Management (WFM) or Contact Center operations.
- Strong proficiency in WFM software such as Calabrio, iQmetrix, or similar tools.
- Excellent analytical skills with the ability to interpret complex data sets.
- Proficient in Microsoft Office Suite, particularly Excel.
- Strong leadership and communication skills with the ability to influence others.
- Ability to work in a fast-paced, high-volume environment.