Deskripsi Pekerjaan
The Workforce Manager (WFM) at HCLTech plays a critical role in optimizing workforce operations and ensuring operational excellence. As a key partner to Operations, you will lead a team of analysts to develop and implement workforce management strategies that align with business objectives. Your responsibilities will include forecasting call volumes, scheduling staff efficiently, monitoring adherence to schedules, and analyzing performance metrics to identify improvement opportunities. You will collaborate with various departments to ensure adequate staffing levels while maintaining service level agreements and cost efficiency. The ideal candidate will have strong analytical skills, leadership abilities, and experience in workforce management systems. Join our dynamic team in McKinley West, Taguig City, and contribute to delivering exceptional customer experiences through effective workforce planning and optimization.
Tanggung Jawab
- Lead and develop a team of workforce management analysts, providing guidance, training, and performance feedback
- Develop, implement, and maintain workforce management strategies and processes
- Forecast call volumes, handle times, and staffing requirements using appropriate tools and methodologies
- Create and optimize staff schedules to ensure adequate coverage while maintaining service levels and cost efficiency
- Monitor and analyze performance metrics including adherence, occupancy, and service level agreements
- Identify trends and opportunities for process improvement in workforce management
- Collaborate with Operations, HR, and other departments to align workforce plans with business objectives
- Generate regular reports on workforce performance and provide insights to stakeholders
Kualifikasi
- Bachelor's degree in Business Administration, Industrial Engineering, or related field
- Minimum of 3-5 years of experience in workforce management, preferably in a call center or BPO environment
- Proven experience leading and developing teams of analysts
- Strong analytical skills with the ability to interpret data and make data-driven decisions
- Proficiency in workforce management systems (e.g., Verint, NICE, IEX, etc.)
- Excellent communication and interpersonal skills
- Strong problem-solving abilities and attention to detail
- Knowledge of labor laws and regulations in the Philippines