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  • Description

  • As a Workforce Manager you will be responsible to head end to end Workforce team who will support North America campaigns. This role requires flexibility, effective leadership and management skills for the following areas.

    Job Description:

    - Responsible for Workforce Management & Service Delivery to Internal & External Customers.

    - Responsible for managing and leading a multi-site WFM team under the centralized structure (Capacity Planning/Scheduling/Real-Time

    - Management/Reporting Lead), which supports campaigns spread across different clients. Effectively support and mentor the team to service Operations better.

    - Develop process maps, scorecards and performance management plans to drive a structured approach to managing the team.

    - Participate in meetings and initiatives that sit at a cross-section of several functions including WFM – provide inputs and play a contributing role.

    - Provides input/support to Finance, Recruitment, Sales, HR/Payroll and other functions as necessary.

    Qualifications:

    - At least 5 years of WFM experience in a multi-site, multi-client, BPO environment

    - Minimum 3 years of experience as a WF Manager responsible for multiple clients ranging from small-medium (10-300 FTE) to large (2000+ FTE).
  • Requirements

  • Minimum education level: Bachelor´s Degree
  • Years of experience: 7
  • Availability for travel: Yes
  • Availability for change of residence: Yes

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Job summary

  • Workforce Manager

  • Manila, National Capital Region

  • Company

    V-CALL CENTER LINK (VCCLINK), INC.
  • Type of contract

    Permanent contract

  • Work type

    Full Time

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