Workforce Management Manager - Taguig

GetSet Software is delighted to have been engaged by this esteemed and highly successful company, recognized as a cutting-edge digital service provider with expertise in Digital Engineering, Operations, and Studio Services, to assist in the recruitment of Workforce Management Manager and Workforce Management Supervisor role for Taguig, Philippines location

Responsibilities:

• Supervise a team consisting of a Workforce Lead and Workforce Analysts.
• Implement agent schedules to meet program capacity requirements on a weekly basis.
• Forecast resource needs and create seating capacity plans.
• Conduct formal performance reviews for employees, establish development plans, and initiate promotions, pay adjustments, disciplinary actions, and terminations.
• Develop and maintain meaningful dashboards and reports.

Requirements:

• Minimum 2-3 years of experience as a Workforce Supervisor or Manager.
• Experience in managing teams of leads and workforce analysts.
• Proficiency in handling escalated complaints and conflict resolution.
• Quick learner who can stay updated on technology and tools supporting team requirements.
• Ability to thrive in a fast-paced and challenging environment.
• Strong multitasking skills, shifting focus between the queue and follow-ups to ensure timely call responses.
• Adaptability to changes within the account, team, and management.
• Inspirational leader with the ability to motivate the team.
• Approachable and patient when providing guidance.
• Contribute to employee life cycle decisions by communicating with the Manager regarding employee performance or issues that may lead to performance plans or disciplinary actions.

Other Details:

• Work Schedule: Shifting
• Work Setup: Onsite

What's in it for you?

Our team members have the privilege of enjoying several fantastic benefits, here are some highlights:

• A competitive salary package
• Engaging employee activities
• Job stability with a consistent stream of pioneering accounts
• Weekly learning sessions
• Rapid career advancement opportunities
• Convenient location
• Comprehensive health maintenance organization (HMO) coverage
• Leave credits with the option for leave conversions
• Night differential pay
• Uncapped annual performance appraisals
• Two days off per week

Above all, you will become an integral part of a thriving company with a dynamic and highly engaging team.

To learn about the work culture and the employer benefits, please get in touch with me debasishdash@getsetsoftware.com