Deskripsi Pekerjaan
Are you a strategic leader with a passion for data-driven operations? HCLTech is seeking a highly skilled Workforce Management (WFM) Manager to join our high-performing team in McKinley West, Taguig City. In this pivotal role, you will serve as the primary architect for workforce efficiency, ensuring our operations are optimized to deliver world-class service standards.
You will lead a talented team of analysts, translating complex operational data into actionable insights. By partnering closely with Operations leadership, you will oversee capacity planning, real-time management, and scheduling strategies that directly impact service levels and business profitability. This is an excellent opportunity for a WFM expert to influence strategic decision-making in a global technology and services firm.
Tanggung Jawab
- Lead, mentor, and develop a high-performing team of WFM analysts to ensure operational excellence.
- Develop and execute comprehensive capacity planning, forecasting, and scheduling strategies to meet service level agreements (SLAs).
- Partner with Operations stakeholders to identify performance gaps and implement data-driven process improvements.
- Monitor real-time performance metrics and execute contingency plans to address unexpected volume fluctuations or staffing shortages.
- Maintain budget oversight by optimizing headcount utilization and minimizing shrinkage across all lines of business.
- Prepare executive-level reporting on workforce performance, identifying trends and recommending long-term strategic solutions.
- Collaborate with IT and support departments to ensure the integrity and effectiveness of WFM software and reporting tools.
Kualifikasi
- Bachelor’s degree in Business, Mathematics, Statistics, Operations Management, or a related field.
- Minimum 5+ years of experience in Workforce Management within a BPO/Contact Center environment, with at least 2 years in a leadership capacity.
- Expert-level proficiency in WFM software (e.g., Aspect, IEX, NICE, or Genesys).
- Advanced data analysis skills with high proficiency in Microsoft Excel (VBA, Macros, Pivot Tables) and SQL.
- Strong understanding of contact center metrics (AHT, Occupancy, Service Level, Shrinkage, Forecast Accuracy).
- Proven ability to influence senior stakeholders and drive change in a fast-paced environment.
- Excellent communication and presentation skills, with the ability to simplify complex data for non-technical audiences.