Deskripsi Pekerjaan
Are you a seasoned Workforce Manager with deep expertise in outbound dialer environments? Do you thrive on optimizing operations, driving efficiency, and making data-driven decisions in a high-volume BPO setting? If so, Infomedia Philippines Operations LP Co. LTD. wants you on our team!
We are a premier BPO provider based in the heart of Makati City, and we are actively seeking a highly analytical and results-driven Workforce Manager to lead our strategic planning and operational excellence initiatives.
In this pivotal role, you will be the backbone of our operational success, ensuring we have the right people in the right place at the right time. You will manage the complete lifecycle of workforce planning—from sophisticated forecasting and capacity planning to scheduling, real-time management, and comprehensive reporting. Your expertise with automatic dialers will be crucial in optimizing call flow, maximizing agent productivity, and hitting every service level target.
Key Highlights:
- Company: Infomedia Philippines Operations LP Co. LTD.
- Location: Makati City, Metro Manila
- Schedule: Night Shift (aligning with US business hours)
- Salary: Up to ₱110,000 per month (plus night differential and benefits!)
- Role Type: Full-Time, On-Site
Join a company that values innovation and invests in its people. You will have the autonomy to implement best-in-class WFM strategies directly impacting the company's bottom line. We are looking for a leader who can mentor a team of analysts and drive continuous improvement.
If you are ready to take your career to the next level and enjoy a competitive compensation package, we want to hear from you! Apply today and be the strategic leader our operations need.
Tanggung Jawab
- Manage and oversee the daily operations of the Workforce Management team, ensuring optimal staffing levels across multiple campaigns.
- Develop and maintain accurate long-term and short-term volume forecasts and staffing schedules for an outbound dialer environment.
- Lead real-time adherence monitoring, intraday management, and skilful adjustment of schedules to meet service level goals.
- Analyze historical data and trends to provide actionable insights and recommendations for improved efficiency and cost savings.
- Collaborate with Operations, HR, and Training departments to align workforce strategies with business objectives.
- Prepare and present comprehensive WFM reports and performance dashboards to senior leadership.
- Drive continuous improvement initiatives within the WFM function, leveraging best practices and advanced analytics.
- Mentor and develop a team of WFM Analysts and Schedulers, fostering a culture of high performance and career growth.
Kualifikasi
- Must have at least 5+ years of experience in Workforce Management within the BPO industry.
- Extensive experience managing programs using an automatic outbound dialer is strictly required.
- Proven ability to manage the night shift schedule and align workforce strategies to a 24/7 operations environment.
- Advanced proficiency in workforce management software (e.g., Aspect, IEX, Verint, NICE) and Microsoft Excel (pivot tables, macros, complex formulas).
- Strong analytical and problem-solving skills, with a knack for translating data into business strategies.
- Excellent leadership and communication skills, with experience managing a team of WFM professionals.
- Solid understanding of BPO metrics including Service Level, Occupancy, ASA, Shrinkage, and AHT.
- Bachelor's degree in Mathematics, Statistics, Business Administration, or a related field is preferred.