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Manager WFM Capacity Planning Quezon City Site (Microsoft Excel and Microsoft Office Suite (Word, PowerPoint, Outlook) as well as workforce management systems

₱ 90,000.00 monthly ·  Quezon City, National Capital Region ·  4 days ago (updated)

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  • Description

  • As the Manager WFM Capacity Planning, you will be responsible for defining, building and managing our clients global workforce forecasting, planning, and staffing processes across our clients internal and outsourced contact center network. You will also drive the daily, weekly, and monthly analysis to drive continuous improvement in workforce performance. Your work will directly impact the support experience of our customers, shoppers, and retail partners, in addition to impacting our operating costs and profitability.

    Main Responsibilities:

    1. Build and grow WFM capabilities to support client forecasts spread across a broad global footprint across multiple businesses within Global Operations.

    2. Build and manage a high-performing team of WFM specialists, responsible for forecasting AHT, work volume and arrival patterns for a variety of ops teams based on analysis of historical trends and external factors, scheduling appropriate staffing levels that are needed on a daily/hourly basis to achieve service level goals and partnering closely with ops teams to implement and Intraday management of Service Level performance, including execution of real-time strategies to optimize operations outcomes.

    3. Work with ops leadership across multiple teams and sites to optimize and mature the operating model, manage key business levers and adapt to dynamic product changes.

    4. Analyze historical occupancy, schedule adherence, volume, and AHT trends, at an individual, team and site level, providing business recommendations and inputs to enhance and improve the Workforce Management cycle.

    5. Drive Forecasting, Capacity Planning, Short Term Planning & Scheduling, and Real Time Management in a nationwide operating environment

    6. Oversee payroll efficiency and streamline processes to eliminate and ensure effective hours utilization. Implement effective Work Force Management solution through scheduling and optimal staffing.

    7. Lead, train and develop team members to support workforce initiatives that will optimize profitability and ensure financial & operational excellence.

    8. Oversee the optimization of profitability and expense forecasting.

    Minimum Requirements:

    1. Excellent oral and written communication skills as well as analytical and presentation skills

    2. Strong problem solving and organizational skills and attention to detail

    3. Minimum of 5 years of experience in workforce management preferably with a global business process outsourcer and 5+ years of management experience

    4. Proficient knowledge in Microsoft Excel with demonstrated ability, perform analysis and modeling

    5. Prior experience with Microsoft Office Suite (Word, Excel, PowerPoint, Outlook) as well as workforce management systems

  • Requirements

  • Minimum education level: Bachelor´s Degree
  • 5 years of experience
  • Language(s): English
  • Availability for travel: Yes
  • Availability for change of residence: Yes
  • People with disabilities: Yes

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Job summary

  • Manager WFM Capacity Planning Quezon City Site (Microsoft Excel and Microsoft Office Suite (Word, PowerPoint, Outlook) as well as workforce management systems

  • Quezon City, National Capital Region

  • Type of contract

    Permanent contract

  • Work type

    Full Time

  • Salary

    ₱ 90,000.00 monthly

  • Apply