Senior Workforce Manager

General and Task Management

• Manage end to end Capacity Planning & Seat Management across campaigns
• Create or builds staffing capacity plans based on contact forecast
• Analyse contact patterns understanding daily, weekly, monthly & annual patterns.
• Create and manage reporting and analysis information from different lines of businesses, contact types, agent utilization and attrition.
• Liaise with Client & Stakeholder and eventually drive seat utilization
• Create and deliver reports to clients and managers including other Support Departments, to plan and effect measures to achieve operational and strategic business results.

Relationship Management

• Collaborate with internal stakeholders to obtain and ensure that current and accurate information is used for planning purposes to meet operational
• requirements
• Co-ordinate cross functional activities to reconcile variances from original plans and maintain a view of actual against forecast projections
• Ensure that effective data, statistical analysis and performance metrics are available to internal stakeholders
• Perform all other duties as assigned

MINIMUM REQUIREMENTS:

• At least 10 years experience in WFM
• Exemplary Leadership skills – already had experience handling a group of people
• Superb Communication – daily feedback with client and Operations
• Must be amenable work in Eastwood, Quezon City