Deskripsi Pekerjaan
Alorica, a global leader in customer experience solutions, is seeking an experienced Workforce Manager to lead workforce management (WFM) operations for our Cubao, Metro Manila call centre. In this high‑impact role, you will drive accurate forecasting, strategic scheduling, and real‑time analysis to ensure service levels are consistently met while optimizing operational efficiency.
You will collaborate closely with operations, HR, and technology teams to translate business demand into staffing plans, monitor adherence to schedules, and provide actionable insights that support decision‑making across the organization. Your expertise will help shape a performance‑driven culture, enhance employee engagement, and deliver exceptional customer experiences.
Alorica is committed to delivering outstanding customer interactions across multiple channels, serving leading brands worldwide. As a Workforce Manager, you will play a critical role in aligning our staffing strategies with our client commitments, ensuring that each interaction exceeds expectations.
We offer a competitive compensation package, professional development opportunities, and a collaborative culture that encourages creative problem‑solving and career growth. Ideal candidates are proactive, data‑driven, and possess a passion for optimizing service delivery in a dynamic environment.
This position offers the opportunity to work in a fast‑paced, innovative setting where your analytical acumen and leadership skills will directly influence the success of our client services.
Tanggung Jawab
- Lead the end‑to‑end WFM cycle, including forecasting, scheduling, and real‑time monitoring, to meet service level targets.
- Develop short‑ and long‑term staffing plans based on historical data, seasonal trends, and business projections.
- Analyze workforce performance metrics and provide recommendations for process improvements and resource utilization.
- Partner with operations managers to ensure schedule adherence, handle real‑time intraday adjustments, and resolve staffing gaps.
- Mentor and guide a team of WFM analysts, fostering continuous development and knowledge sharing.
- Maintain compliance with labor regulations and company policies while optimizing cost‑efficiency.
Kualifikasi
- Bachelor’s degree in Business Administration, Human Resources, Statistics, or a related field.
- Minimum 3‑5 years of proven experience in workforce management within a call centre environment.
- Strong analytical skills with proficiency in WFM tools such as Verint, Genesys, or similar platforms.
- Excellent command of data analysis and visualization (Excel, Power BI, Tableau) to drive insights.
- Outstanding communication and leadership abilities to influence cross‑functional teams.
- Ability to thrive in a dynamic, target‑oriented setting while managing multiple priorities.