Deskripsi Pekerjaan
Join our dynamic team as a Workforce Manager and lead strategic workforce planning initiatives to drive operational excellence. This pivotal role requires you to oversee the Workforce Management Team in delivering exceptional Service Level Agreements (SLAs) while optimizing resource utilization across call center operations. You'll be responsible for developing data-driven forecasting models, creating efficient employee schedules, and implementing performance improvement strategies to ensure seamless service delivery.
As a Workforce Manager, you'll bridge the gap between business objectives and frontline execution by analyzing historical trends, predicting future demand, and adapting staffing models in real-time. Your expertise in workforce optimization will directly impact customer satisfaction metrics and operational efficiency. If you're a results-oriented leader with a passion for transforming workforce challenges into opportunities for growth, we invite you to contribute to our mission of delivering world-class customer experiences.
Tanggung Jawab
- Lead and develop the Workforce Management Team to achieve SLA targets and KPIs
- Develop and maintain accurate staffing forecasts using historical data and business trends
- Create and optimize employee schedules ensuring coverage, adherence to labor laws, and productivity goals
- Monitor real-time performance metrics and make adjustments to staffing levels as needed
- Implement workforce management strategies to reduce operational costs while maintaining service quality
- Analyze call center performance data to identify improvement opportunities and drive process enhancements
- Collaborate with operations, HR, and training departments to align workforce strategies with business objectives
- Ensure compliance with company policies and industry regulations regarding workforce scheduling
Kualifikasi
- Bachelor's degree in Business Administration, Operations Management, or related field
- Minimum 3-5 years of workforce management experience in call center/customer service environments
- Proven track record of leading teams to achieve SLA and operational targets
- Advanced proficiency in workforce management software and forecasting tools
- Strong analytical skills with ability to interpret complex data and make data-driven decisions
- Excellent communication and leadership abilities with experience in team development
- Knowledge of labor laws and scheduling regulations in the Philippines
- Ability to work in a fast-paced environment and manage multiple priorities effectively