workforce Management lead (staffing and scheduling)ClearSource

To manage and develop a small team of Forecasting & Planning Analysts, accurately prepare forecasts and budgets for call & non-call workloads and resource, monitoring drivers against business change & developing models to improve accuracy.
To constantly monitor and propose effective shift patterns to match business requirements, optimizing performance of all ClearSource teams and maximizing agent satisfaction by providing flexible options, taking into account the location, accommodation, and agent groups.
To make recruitment recommendations and identify opportunities in staffing.
Assist the Workforce Manager in strategic planning and scheduling strategies for business unit and oversee/manage a staff of Workforce Senior Analysts
To identify and pro-actively manage changes to the shift patterns to deliver improved customer service, working as team with Operations, facilitate smooth communication and transition, maintaining and communicating a formal historic record of the changes and their impact.
To be aware of and record business, resource, and seasonal changes, making appropriate resource plans for expected changes in profile and workloads, reporting on expected and experienced results.
Through effective leadership and promotion of diversity, reinforce WFM practices to define and enhance individual and group performance
Requirements
5+ years of experience leading highly motivated, high-performing workforce management teams/analysts
5+ years of experience with forecasting, capacity planning, scheduling, and real-time monitoring
Ability to demonstrate and articulate understanding of key workforce management concepts as related to forecasting, capacity planning, scheduling, real-time monitoring, call routing and performance improvement
Proficient with phone system reporting, scheduling tools and Microsoft Office
Strong quantitative/analytical skills. Strong project management skills
Excellent interpersonal, written, verbal and listening skills
Absolute team player who consistently demonstrates respect, inclusion, and an open mind
Proven ability to coach and drive for results in strategic value. Able to promote change by influencing and guiding others in a positive manner
ClearSource

Pasig City, Metro Manila
Permanent
Full-time