Deskripsi Pekerjaan
Are you a dynamic leader with a passion for optimizing contact center operations? Transcom is seeking a highly skilled Workforce Manager to lead our workforce planning and management team in Pasig City, Metro Manila. This is a pivotal role where your expertise in forecasting, capacity planning, and real-time management will directly drive operational excellence and client satisfaction.
As a global leader in customer experience management, Transcom partners with top brands worldwide to deliver exceptional service. In the Philippines, we are committed to fostering a supportive, inclusive, and high-performing culture. As our Workforce Manager, you will be at the forefront of our operational strategy, ensuring we consistently meet and exceed service level targets while optimizing agent productivity and well-being.
You will lead a talented team of analysts, overseeing all aspects of workforce management from long-term strategic planning to real-time execution. Your role involves close collaboration with Operations, Training, and HR to align staffing strategies with evolving business needs. By leveraging data and advanced WFM tools, you will identify trends, mitigate risks, and drive continuous improvement. You will also play a key part in the implementation of new technologies and processes to keep us at the cutting edge of BPO excellence.
Located in the vibrant business district of Ortigas, Pasig City, our modern office offers a collaborative environment where you can thrive. At Transcom, we are deeply committed to your professional growth, providing the tools, training, and autonomy you need to excel. As a Workforce Manager, you will have a direct impact on key business decisions, helping to shape a healthy, productive, and rewarding workplace for our agents.
This is more than just a job; it's an opportunity to make a significant impact on a global scale. We offer a competitive compensation package, comprehensive benefits, and a clear pathway for career advancement. If you have a proven track record in workforce management and are ready to take ownership, inspire a team, and contribute to our mission of delivering world-class customer experiences, we want to hear from you. Take the next step in your career and join the Transcom family today!
Tanggung Jawab
- Lead and mentor the Workforce Management team, including Real-Time Analysts and Workforce Planners, fostering a culture of high performance and continuous improvement.
- Oversee short-term and long-term capacity planning, including volume forecasting, scheduling, and shrinkage analysis to ensure optimal staffing levels.
- Manage intraday operations and real-time adherence, proactively identifying risks and implementing mitigation strategies to achieve service level objectives.
- Partner with Operations, Human Resources, and Recruitment teams to align staffing plans with business needs and hiring initiatives.
- Drive the development and execution of strategic WFM initiatives to improve efficiency, reduce costs, and enhance the customer and agent experience.
- Monitor, analyze, and report on key performance indicators (KPIs) such as Service Level, Occupancy, Adherence, and Schedule Efficiency to senior leadership.
- Implement best practices and new technologies in workforce management tools and processes to maximize operational effectiveness.
Kualifikasi
- Bachelor's degree in Business Administration, Operations Management, Industrial Engineering, or a related field.
- Minimum of 3-5 years of experience in Workforce Management within a contact center or BPO environment, with at least 2 years in a managerial or supervisory capacity.
- Strong proficiency in WFM tools (e.g., Aspect, IEX, Teleopti, NICE, Verint, or similar) and advanced knowledge of MS Excel.
- Proven experience in capacity planning, forecasting, and scheduling methodologies.
- Excellent leadership, coaching, and team management skills.
- Strong analytical and problem-solving skills with the ability to interpret complex data sets and make strategic recommendations.
- Exceptional communication and interpersonal skills, with the ability to influence stakeholders at all levels.
- Experience in managing multi-site or multi-channel operations is an advantage.