senior workforce Manager24-7 Intouch

About 24-7 Intouch
24-7 Intouch is a global customer care and technology company that provides value-driven, future-forward solutions. For over 20 years, we have been the people and technology behind the world's biggest brands, empowering human potential through our artificial intelligence division, Laivly, and driving change for our client partners through actionable insights and analytics.
For more on our culture, follow the link to Our Story -
About the Job
The Senior Workforce Manager is responsible to direct, manage, and supervise all activities and resources related to the Workforce department for a line of business.
As Senior Workforce Manager, You Will...
Be responsible for various functions including capacity planning, resource management, forecasting, and scheduling
Lead a team of individuals that design, develop, and execute WFM planning which helps business drive center KPIs
Maintain effective relationships with Business Partners, Clients, and Account Managers to identify areas of service improvement
Implement regular cadence for future training needs and requirements to handle future forecast and staffing needs
Lead strategic initiatives which seek to achieve cost savings, service improvements, and competitive advantage through budget forecasting, planning, and scheduling recommendation with Business Operations
Be responsible for end to end business delivery, development, and implementation of contingency planning, leading to coordinate with all stakeholders identifying opportunity areas for service improvement and cost efficiencies
Drive business benefits through self-initiated projects
Act as a Subject Matter Expert (SME) for resource planning and scheduling
Requirements
As Senior Workforce Manager, You Have...
Post-secondary degree, or certificate, with a focus in a related discipline (required)
Minimum 3 years experience in a Call Center or Service-Oriented Industry
Minimum of 3 years experience as a Workforce Manager managing multiple clients/accounts
Solid experience in Capacity Planning and Forecasting
Strong analytical, problem-solving, technical, information-management, and decision-making skills are required
Excellent project management and computer (MS Office) skills
Demonstrated strong interpersonal and communication skills
Superior organizational skills and the ability to follow through
Service oriented attitude
Ability to adapt to change and innovation
Ability to work in a fast-paced, hectic, changing environment
Ability to adhere to all organizational policies and procedures
Ability to effectively interact with employees at all levels of the organization and work with a variety of people from diverse backgrounds
Strategic thinking skills
Experience planning and monitoring for results
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24-7 Intouch

Metro Manila
Permanent
Full-time