WFM Manager

Job Description:

• Compile and interpret statistical information solutions to program performance issues with the Operations Management Team.
• Review scheduling needs on weekly basis to ensure adequate staffing and coverage.
• Prepares daily/weekly/monthly reports and distributes to the Management Team.
• Delivers regular and ad-hoc reports on time as requested by the internal and external clients.
• Coordinates staffing commitment and delivery to client.
• Participate in the analysis, evaluation, and implementation of current and proposed systems and tools used for planning, scheduling, forecasting and real-time monitoring.
• Manages the staff schedules and responsibilities of workforce management team.
• Participate in the analysis, evaluation, and implementation of current and proposed systems and tools used for planning, scheduling, forecasting and real-time monitoring.
• Manages the staff schedules and responsibilities of workforce management team.
• Conducts performance management system (PMS) review for direct report(s) in accordance with company standards.

Skills & Knowledge:

• People Management
• Experience in a BPO setup is preferred
• Experience in Capacity Planning, Scheduling and Real time Monitoring
• Proficient in MS Advance Excel

Qualifications:

• Graduate of any bachelor's degree
• 3-5 solid years of experience as WFM Manager | Can accept Asst. Manager WFM with 5-7 years' experience in a BPO set up
• Can work full-time onsite in Alabang and on shifting schedule