Deskripsi Pekerjaan
Join Teleperformance, a global leader in customer experience management, as a Workforce Management Manager in Clark Freeport Zone, Pampanga. This critical role requires a data-driven leader to optimize workforce operations through advanced forecasting, strategic scheduling, and cross-functional collaboration. You'll align staffing capacity with business demands while ensuring service level agreements are consistently met. The ideal candidate thrives in dynamic environments, translating complex data into actionable insights that drive efficiency and enhance customer satisfaction. As a key decision-maker, you'll implement best practices in workforce analytics, mentor team members, and continuously improve processes to deliver exceptional service outcomes. If you're passionate about leveraging data to transform operations and lead high-performing teams, this opportunity offers a platform to make significant impact in a BPO industry leader.
Tanggung Jawab
- Develop and implement data-driven workforce forecasting models to predict staffing requirements
- Design, optimize, and adjust employee schedules to ensure optimal coverage and service levels
- Collaborate with operations, HR, and training departments to align workforce capacity with business objectives
- Monitor and analyze key performance metrics including adherence, occupancy, and service level attainment
- Identify process improvement opportunities and implement workforce management best practices
- Lead, mentor, and develop a team of workforce analysts to enhance team capabilities
- Utilize workforce management software (e.g., NICE, IEX, Verint) for scheduling and reporting
- Generate comprehensive reports for stakeholders on workforce performance and optimization initiatives
Kualifikasi
- Bachelor's degree in Business Administration, Industrial Engineering, or related field
- Minimum 3 years of workforce management experience in BPO/call center environment
- Advanced proficiency in forecasting methodologies, scheduling algorithms, and WFM systems
- Strong analytical skills with ability to interpret complex data and derive actionable insights
- Proven experience leading cross-functional projects and collaborating with multiple departments
- Expert knowledge of KPIs (SLAs, adherence, occupancy, AHT) and optimization strategies
- Excellent communication and presentation skills for stakeholder reporting and team leadership
- Ability to thrive in fast-paced environments and adapt to changing business requirements