Deskripsi Pekerjaan
Are you a data-driven leader with a passion for operational excellence? Our team is looking for a highly skilled Workforce Coordinator (Associate Manager-Level) to join our dynamic operations in Cebu. In this pivotal role, you will be responsible for balancing operational efficiency with employee engagement, ensuring our contact center consistently meets service level agreements (SLAs).
As an Associate Manager, you will serve as a bridge between frontline operations and strategic leadership. You will utilize your analytical expertise to optimize scheduling, forecast staffing requirements, and implement real-time adjustments to maximize productivity. If you are a problem-solver who thrives in a fast-paced environment and possesses a deep understanding of workforce management (WFM) principles, we want to hear from you.
Tanggung Jawab
- Develop and maintain accurate long-term and short-term staffing forecasts to ensure optimal service level performance.
- Monitor real-time intraday performance metrics, including AHT, occupancy, and shrinkage, making necessary adjustments to staff schedules.
- Analyze historical data trends to identify productivity bottlenecks and provide actionable insights to senior leadership.
- Lead and mentor a team of coordinators, fostering a culture of high performance and continuous improvement.
- Collaborate with operations managers to align workforce strategies with business goals and client expectations.
- Oversee the administration of time-off requests, shift bids, and attendance tracking to ensure fair and consistent policy application.
- Participate in capacity planning initiatives to support organizational growth and new account transitions.
Kualifikasi
- Bachelor’s degree in Business Administration, Mathematics, Industrial Engineering, or a related field.
- Minimum of 3-5 years of experience in Workforce Management (WFM) within a BPO or Call Center environment.
- Proven experience at a Supervisory or Associate Manager level.
- Advanced proficiency in Excel (pivot tables, vlookups, complex formulas) and WFM software suites (e.g., IEX, Aspect, Genesys, or Verint).
- Strong analytical mindset with the ability to interpret complex data sets into clear, strategic narratives.
- Excellent communication skills, with the ability to influence stakeholders at various levels.
- Demonstrated ability to work under pressure and manage competing priorities in a fast-paced setting.