VA CALL CENTER/WFM MANAGER

Department: Operations

Location: Anywhere in the Philippines or Mexico (REMOTE)

Reports To: Client Effective Date: 06/26/2024

Job Summary

The Workforce Manager will oversee and manage the efficiency and accountability of our remote call

center team in the Philippines, focusing on schedule adherence and call performance. This role is critical

in ensuring optimal resource allocation, meeting business needs, and maintaining high standards of

customer service.

Job Posting

We are ready to hire today for the right person. We have an outstanding opportunity for someone with

call center supervisor or management experience. One of our clients is looking for a Workforce Manager

to manage their call center team which consists of over 20 Virtual Assistants located in the Philippines. If

you are good with data analysis, building positive team dynamics, holding people accountable, and

meeting goals this job is for you. Base pay is $15/hr plus generous bonuses.

Supervisory Responsibilities

 Supervises remote virtual assistants who are performing duties in the call center.

Duties/Responsibilities

Scheduling and Workforce Management:

 Develop, manage, and adjust staff schedules to ensure optimal coverage and adherence to

business requirements.

 Monitor real-time adherence and take corrective actions to address deviations from the

schedule.

 Analyze historical data to forecast staffing needs and plan accordingly.

Performance Monitoring:

 Track and analyze key performance indicators (KPIs) related to call center performance, such as

call handle time, abandonment rates, and customer satisfaction scores.

 Provide regular reports on team performance, identifying trends and areas for improvement.

 Conduct regular audits to ensure compliance with company policies and procedures.

Team Accountability

 Implement and maintain processes to monitor and report on individual and team adherence to

schedules and performance metrics.

 Work closely with team leaders and the Director of Call Center Functions to address

performance issues and implement improvement plans.

 Foster a culture of accountability and continuous improvement within the team.

Resource Allocation:

 Allocate resources effectively to meet daily, weekly, and monthly business targets.

 Coordinate with other departments to ensure seamless integration of workforce management

practices.

Process Improvement:

 Identify opportunities for process improvements and efficiencies within the call center.

 Develop and implement strategies to enhance workforce management and overall operational

efficiency.

Training and Development:

 Provide training and support to staff on workforce management tools and best practices.

 Stay current with industry trends and technologies to continuously improve workforce

management processes.

Qualifications

 Proven supervisory experience in workforce management in a call center environment.

 Strong analytical skills with the ability to interpret complex data and make data-driven

decisions.

 Excellent communication and interpersonal skills.

 Proficiency in workforce management software and tools.

 Ability to work in a fast-paced, dynamic environment and manage multiple priorities.

 Very strong people skills; able to effectively interact with all personality types

 Very good English written and verbal communications skills

 Strong initiative and highly self-motivated

✔ Strong desktop tools skills (Microsoft office, Google Suite (docs, sheets, etc.)

✔ Able to work night shift as Client is based in U.S.

✔ Must be reliable, proactive, experienced, dependable, flexible, mature and punctual

Education and Experience

✔ College degree

Physical Requirements

✔ Good general health                                                                                                                                                                                                                                           Others:

• Two (2) Computer Processors having at least i5 processor, 8 GB RAM, and Windows 10 or better operating system
• Have 2 monitors for a desktop computer or one monitor to work in conjunction with a laptop.
• Has two (2) forms of internet. Backup internet can be a hot spot on the cell phone or should have a back up location nearby. Primary internet must provide at least 100 Mbps on wired plan (computer is wired directly to the router).
• Has a conducive work area