Deskripsi Pekerjaan
Join our dynamic team at Teleperformance Alphland Makati as a Workforce Management (WFM) Manager, where you'll play a pivotal role in optimizing our operational efficiency through strategic workforce planning. This position requires a data-driven leader who can forecast demand, manage scheduling, and collaborate cross-functionally to align workforce capacity with business objectives. As a key member of our management team, you'll leverage your analytical skills to ensure our customer service operations run smoothly and efficiently while maintaining high standards of employee satisfaction and customer experience.
In this role, you'll be responsible for developing and implementing workforce management strategies that balance operational needs with employee well-being. Your expertise in analyzing historical data, identifying trends, and making informed predictions will directly impact our service levels and operational costs. You'll work closely with department heads to understand business requirements and translate them into actionable workforce plans. Additionally, you'll lead a team of WFM analysts, providing mentorship and guidance to drive continuous improvement in our scheduling processes.
Tanggung Jawab
- Develop and implement strategic workforce management plans to optimize staffing levels and operational efficiency
- Analyze historical and real-time data to forecast call volumes, handle times, and staffing requirements
- Create and maintain accurate work schedules that align with business needs while ensuring employee satisfaction
- Collaborate with department heads to understand business requirements and translate them into workforce plans
- Monitor and report on key performance indicators including service levels, adherence, and occupancy rates
- Lead, mentor, and develop a team of WFM analysts to drive continuous improvement
- Implement workforce management best practices and recommend process improvements
Kualifikasi
- Bachelor's degree in Business Administration, Industrial Engineering, or related field
- Minimum of 5 years experience in workforce management, preferably in a contact center environment
- Proven expertise in forecasting, scheduling, and capacity planning methodologies
- Strong analytical skills with the ability to interpret complex data and make informed decisions
- Experience with workforce management software such as IEX, Calabrio, or Verint
- Excellent leadership and team management abilities
- Strong communication skills with the ability to collaborate effectively across departments
- Proficiency in Microsoft Excel and other data analysis tools