Workforce Manager
NICE
Manila, Philippines
1d ago

Workforce Manager

Location : Taguig City, Philippines

The Workforce Supervisor / Manager is responsible for managing, coaching and developing a team of WFM employees. Responsible for output and service to exceed client’s standards as well as internal stakeholders.

Oversees long and short-term forecasting, scheduling, vendor requirements, real-time traffic and intraday management.

This is a Start-Up Team.

As a Workforce Supervisor / Manager, a Typical Day Might Include the Following :

  • Responsible for job performance and general development of each team member.
  • Establishing what capabilities are required for individual team members to fulfill these requirements.
  • Monitoring performance on the work activities of individual team members both qualitatively and quantitatively.
  • Periodically reviewing personal development by means of mutual discussion and recording of personal development.
  • Coaching and motivating team members to enable them to fulfill requirements made both qualitatively and quantitatively.
  • Having regular team meetings and / or organizing team building / development activities.
  • Taking care of HR / Recruitment processes for the team alongside HR / Recruitment.
  • Support in developing, optimizing and assure a structured approach of all the processes and standard operational procedures the structure, systems, instruments and procedures in relation to the area of responsibility of the team.
  • Managing expectations & exceeding performance standards as defined by the client.
  • Support NICE Account Executives in identifying additional solution opportunities.
  • May assist completing tasks assigned to team members as needed.
  • Performs all other duties as assigned.
  • To Land This Gig You'll Need :

  • Minimum of 5+ years in contact center WFM environment and a minimum of 1+ year in a management leadership capacity.
  • Workforce experience relative to long and short-term forecasting, scheduling, vendor requirements, real-time traffic and intraday management.
  • Ability to work successfully in an outsourced vendor environment while achieving performance expectations.
  • Coaching and development skills are required and essential for this position.
  • Prior experience working in an enterprise and matrixed hierarchy.
  • Excellent problem-solving ability in high pressure situations.
  • Experience with NICE WFM systems as well as proficiency in Microsoft Office, particularly Excel (ie pivot tables, VisualBasic and Macro’s) and Windows.
  • Excellent verbal, written communication, and presentation skills in English are a must.
  • Preferred Experience :

  • Other WFM software experience.
  • May require analytical skills, solid mathematics and problem-solving backgrounds.
  • Proactive working style.
  • Ability to meet deadlines with accuracy.
  • Proven ability to multi-task
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