Workforce Manager | Onsite - MOA / Pasay | Dayshift

Workforce Manager (MOA Pasay) | Onsite

Work Setup: 100% Onsite

Location: MOA Pasay

Schedule: Monday - Friday, 5:00 AM - 4:00 PM (subject to change based on business needs; AU Program)

Responsibilities

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Develop month-wise, day-wise, and interval-wise forecasts, factoring in historical trends, seasonality, special events, churn/growth, weather patterns, and other variables.

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Run short-term forecasts and adjust future volume projections as needed to maintain optimal staffing levels.

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Create, maintain, and update the capacity plan, ensuring staffing, seating, and logistical requirements are met while balancing cost and performance.

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Generate and review schedules to meet business requirements, ensuring superior customer service.

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Lead and supervise a team of WFMs, driving engagement and ensuring SLA compliance across all accounts.

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Manage service level performance by providing staffing, scheduling, and real-time adherence solutions.

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Uphold Quality Information Security Management System principles to protect organizational assets.

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Act as the primary point of contact for all WFM-related concerns.

Requirements

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Bachelors degree.

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At least 3 years of experience as a Workforce Manager.

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Proven expertise in forecasting, scheduling, and real-time management.

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Strong organizational skills to meet critical deadlines.

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High attention to detail and accuracy.

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Excellent presentation, written, verbal, and email communication skills, with the ability to engage effectively at all levels.

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Ability to work independently with minimal supervision.

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Flexible to work shifting schedules, extended hours, and weekends as business needs dictate.