Deskripsi Pekerjaan
Are you a strategic leader passionate about optimizing operational efficiency and driving excellence in a dynamic contact center environment? Xtendops is looking for a highly skilled Workforce Management Lead to join our team in Iloilo City. In this key leadership role, you will be responsible for the end-to-end management of workforce planning, forecasting, and scheduling to ensure optimal service delivery and cost efficiency. You will leverage data-driven insights to analyze call volume trends, monitor real-time staffing levels, and implement strategies that enhance agent productivity while maintaining high service level agreements (SLAs). This position requires a proactive approach to problem-solving and a strong ability to mentor team leads and supervisors. If you are ready to make a tangible impact on our operations and culture, we want to hear from you.
Tanggung Jawab
- Oversee and optimize workforce planning, forecasting, and scheduling processes to meet business demands.
- Analyze historical and real-time data to predict call volume and adjust staffing levels accordingly.
- Monitor service level objectives (SLAs) and implement corrective actions to improve performance.
- Conduct performance reviews and coaching sessions for team leads and workforce managers.
- Collaborate with QA and Operations teams to identify trends and improve overall efficiency.
- Ensure compliance with company policies and labor regulations regarding working hours.
- Utilize WFM tools to generate accurate reports and dashboards for senior management.
Kualifikasi
- Bachelor’s degree in Business Administration, Operations Management, or a related field.
- Minimum of 3-5 years of experience in Workforce Management or Contact Center operations.
- Proven experience with WFM software (e.g., Verint, Calabrio, Nice).
- Strong analytical skills with the ability to interpret complex data sets and generate actionable insights.
- Excellent leadership, communication, and interpersonal skills.
- Experience in a BPO or high-volume call center environment is highly preferred.
- Ability to work in a fast-paced, target-driven setting with high attention to detail.