workforce Manager (scheduling)Transcom Worldwide Philippines, Inc.

Posted on 11 August 2020
Job Description:
Team Management
Recruits, hires and trains new schedulers.
Accountable for the performance of workforce staff by coaching, creating and maintaining development plans, conducting performance appraisals, recommending training and encouraging individual employee participation in decision making.
Sets up objectives and gives rewards and recognition once goals are achieved.
Communicates company policies, updates and related information.
Communicates, maintains and process pertinent paperwork and records.
Accountable for the team's efficiency and utilization.
Accountable for identifying and ensuring development plan is in place for a successor.
Demonstrates strong people management and shows maturity and emotional balance in handling difficult situations or raises to the occasion in difficult situations.
Breaks down the shared vision and direction into actionable steps for his people.
Staff Management and Development
Mentors and develops direct reports.
Assists in the identification of staffing and training requirements.
Works to provide training and necessary WFM tools to ensure execution is delivered as required.
Develops rapport and trust and acts decisively to solve people issues or concerns.
Delegates to staff and holds them accountable.
Regularly audits Workforce operations to ensure quality of service delivery in terms of accuracy, timeliness, and consistency.
Maintains a positive work environment.
Customer Focus (Client)
Effectively controls difficult client situations.
Defines and manages achievement of client required performance objectives.
Consistently demonstrates sound judgement.
Researches, develops and implements operational and technical processes.
Properly sets client expectations and proactively manages project assignments and its scopes.
Conducts analyses, prepares reports and communicates with clients to provide value-added and consultative services.
Customer Focus (Operations)
Performs appropriate updates to documentation and develops operational support policies and procedures to ensure appropriate updates are made. Leads and coordinates intra and interdepartmental process changes.
Achieve and deliver all commitments made to Operations Leadership team.
Maintains quality assurance processes that ensure customer disclosure of issues that directly impact services. Maintains staffing and program ratios based on established target.
Acts as program POC during new projects or ramps, will engage appropriate resources as needed.
Drives consistency with adherence to WFM SOP.
Communication
Provides effective communication and feedback to staff.
Prepares and presents both written and verbal communication to clients and colleagues alike.
Is able to communicate effectively regarding Transcom and projects at a short notice and under pressure.
Requirements
Job Requirements:
Proficient in eWFM
At least 2 years as a Workforce Manager.
End to end experience in wotkforce management.
Skills / Software
Leadership
Working Location
Transcom Center Building Las Fiestas Road Frontera Verde Compound Pasig City, Metro Manila , Philippines
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