sr. wfm ManagerTASQ Staffing Solutions

Company Overview
Founded by experts with more than 70 years of collective experience in the staffing solutions industry, TASQ understands the unique challenges in the talent acquisition space and is committed to being the trusted partner of companies in their pursuit of hiring the best people to fill their manpower needs.
Composed of highly skilled team members who have worked with organizations ranging from small-to-medium entities to large-scale enterprises (including Fortune 500 companies), TASQ is fully capable of meeting staffing demands at all levels and across different industries.
Job Objective:
The Senior Workforce Manager: owns the culture, delivery, direction, and impact of the WFM team to the clients and Transcom; ensures client/customer goals are met by analyzing work requirements/expectations, variables, volume, and staffing arrangements; provides creative direction and transparent control of WFM parameters, talent, and scope; manages strategic and tactical workforce leadership client influence.
Primary Duties & Responsibilities:
Manage team/s of Real Time Analyst, Scheduling Analyst and Planners, across multiple programs and potentially across multiple sites
Accountable for the performance, productivity and effectiveness of Workforce Management Team/s
Work directly with the client and site operations team to build staffing strategies that take into account all possible variables that may affect staffing and call volume projections
Create scheduling matrices that ensure achievement of service level, schedule adherence and other financially impacting goals, using projections and/or historical information
Create proper contingency plans to ensure that staffing remains as constant as possible in the event of an emergency
Define, develop and execute WFM processes for the contact center in conjunction with cross-functional departments * Proactively monitor associate calling behaviors, efficiency, and availability and report deficiencies to operations team in real-time
Manage all client specific deliverables and commitments
Conducts regular meetings with team members to continuously communicate key information regarding changes to business and/or policies and procedures
Provides leadership, direction and growth opportunities to members of the department, performing those responsibilities in accordance with the
Company's policies and applicable laws * Works with the Human Resources Department to resolve more complex team-related issues
Responsible for interviewing and hiring new team members, and dispersal to assigned operations team
Achieves operational objectives by contributing information and recommendations for strategic plans to prepare action plans, implementing into production and call center standards
Regularly audits Workforce operations to ensure quality of service delivery
Oversee that proper training is available and/or conducted for Workforce Management personnel
Develop, refine, and execute a strategic plan to ensure all client contractual obligations are met by interval, daily, weekly and/or monthly
Assures that near real-time agent performance data is maintained to support operations management with accurate performance coaching information
Responsible for analyzing call and staff forecasts to identify needs and corrections
Proactively works with the operations managers to assure that staffing requirements are understood and being addressed.
Participates in planning for off-line activities to support operations needs including training and meetings
Proactively communicates needs and opportunities to operations management about staff optimization and cost management
Acts as a point of contact for any service impacting issues and contact center response/s.
Manage special projects as assigned by Director of Workforce Management
Maintains a positive work environment
Performs other related duties as required
Educational Background:
College graduate of a business or technical course and from a reputable institution
Work Experience:
Minimum of 10 years of Workforce Management experience in Contact Center environment
End-to-end WFM experience (Real-Time Management, Scheduling, Capacity Planning)
With at least 5 years of managing group/s of Workforce Management professionals providing end to end services to multiple campaigns, or combined agent headcount of more than 6,000.
Solid experience in supporting contact center/s of multiple medium, and preferably with hands on experience supporting a work-at-home operations set up.
Skills Requirements:
Mastery of Workforce Management Mathematics.
Expert user of WFM applications not limited to Aspect eWFM, Verint, iEX, etc.
Able to clearly articulate performance results to internal and external stakeholders.
Excellent verbal and written communication skills. Ability to communicate in a clear and concise manner.
Must be a quick thinker, with high sense of urgency, and sound problem solving skills.
Ability to continually support people through individual development plans.
Excellent facilitation skills.
Able to start and manage one of more simultaneous projects.
Extensive background in process writing and can perform periodical compliance audit.
Exceptional analytical skills.
Proficient in using Microsoft Office software products
TASQ Staffing Solutions

Pasig City, Metro Manila
Permanent
Full-time