BPO Workforce Manager - Pasay

Position: Workforce Manager (MOA Pasay) | Onsite
Work Setup: 100% Onsite

Work Location: MOA Pasay

Work Schedule: Monday to Friday, 5 AM - 4 PM (may vary based on business needs, especially for AU Program)

Responsibilities:

• Develop monthly, daily, and interval forecasts by analyzing historical data and considering factors like special events, seasonality, growth trends, weather, etc.
• Conduct short-term forecasting and revise future volume projections as needed to ensure optimal staffing levels at all times
• Create, maintain, and update the Capacity Plan to ensure staffing, seat requirements, and logistics are aligned, balancing cost-efficiency and performance
• Generate and review schedules to meet business demands while ensuring high-quality customer service
• Lead and supervise a proactive and self-reliant team of Workforce Managers, ensuring all Service Level Agreements (SLAs) are consistently met across accounts
• Enhance client satisfaction by managing service levels, staffing, scheduling, and Real-Time Adherence solutions effectively
• Safeguard organizational assets by adhering to the principles of the Quality Information Security Management System
• Act as the primary contact for all Workforce Management concerns

Requirements:

• Bachelor's degree or higher
• At least 3 years of experience as a Workforce Manager
• Strong skills in forecasting, scheduling, and real-time management are essential
• Excellent organizational skills to meet critical deadlines
• High attention to detail and accuracy
• Effective presentation skills
• Ability to deliver projects independently with precision
• Excellent written, verbal, and email communication skills, capable of engaging with stakeholders at various levels
• Flexible and willing to work in shifts, extended hours, and weekends as required by the business