Senior Manager - Workforce Management
Bershaw Consultancy
Muntinlupa, PH
11h ago
source : Bossjob

Location : Asia Pacific Philippines Alabang

Category : Contact Centre Operations

Title : Workforce Manager

Grade Level : Manager / Sr. Manager

Reports to : AVP for Operations

Role Overview

  • Workforce Manager will oversee the workforce and MIS management function across multiple sites and lines of businesses to ensure that service level, financial, and other KPIs are met.
  • He will also be responsible for managing the information system of the organization and understanding the requirements of each department and designing appropriate systems which they can be used to achieve the objectives of the organization.

    Essential Duties and Responsibilities

  • Ensure that appropriate operations schedules are designed, implemented, and
  • released on time.
  • Review and monitor forecasts, schedules, and plans developed by team members.
  • Develop strategies that are to be used in the implementation of software and
  • hardware systems in the organization.
  • Responsible for providing business analysis identifying key business drivers and
  • root cause analysis.
  • Prepare departmental reports for daily, weekly, monthly, and yearly periods for
  • different business segments and stakeholders, and analyze historical
  • performance statistics.
  • Participates in client calls and provide feedback on current actions plans.
  • Collaborate with other departments to establish a coordinated reporting effort.
  • Track and monitor the security of hardware and software systems.
  • Coaching / motivating team members to enable them to fulfill requirements.
  • Manages a team of Workforce Analysts to maintain and improve schedule
  • conformance, seat utilization, and reporting.
  • Perform other duties assigned.
  • Minimum knowledge, skills, and abilities required

    Overall work experience of 6-8 years with at least 2 years experience in a

    managerial role or similar. Preferably in a BPO setting.

    Strong background in forecasting, capacity planning, scheduling, reporting, and

    statistical analysis.

    Exhibit a strong understanding of performance management and employee

    development strategies.

    Excellent knowledge of operating systems and productivity software.

    Excellent organizational, interpersonal, and communication skills.

    Excellent leadership and decisive decision-making skills.

    Ability to write concise operation reports with appropriate supporting graphical and presentation exhibits.

    Proficient in MS Office (Excel, Word, PowerPoint).

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