Workforce Manager (Scheduling)Transcom Worldwide Philippines, Inc.

Description:
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.
Salary: ₱70000 - ₱85000
Address: Transcom Center Building Las Fiestas Road Frontera Verde Compound Pasig City, Metro Manila
How to Apply: Apply at Bossjob!
Transcom Worldwide Philippines, Inc. Transcom is a global customer experience specialist, providing customer care, sales, technical support and credit management services through our extensive network of contact centers.
We have 30,000 customer experience specialists spread out at 70 contact centers across 28 countries, delivering services in 33 languages (including Filipino) to over 350 international brands in various industry verticals.
Whether onshore, offshore or near shore, we are uniquely focused on delivering outstanding customer experiences, driving satisfaction, brand loyalty and additional sales while also adding insights and value to our clients' business operations.
Transcom Philippines
Transcom Worldwide Philippines, Inc. is a global customer experience specialist with more than 9,000 customer service representatives or CSR, technical support representatives or TSR, and corporate support specialists spread across its 5 sites in the country, and delivering to international brands in various industry verticals.
The Philippines is home to the ROHQ of Transcom's Global English Region which oversees businesses in the Philippines, United States, Canada, and the United Kingdom. In April 2018, the ROHQ moved from the 6th floor of Cyberscape Alpha in Ortigas Center to its new location in EDSA.
Transcom has been in the Philippines since 2007. We currently have facilities located in Pasig, Mandaluyong, Iloilo and Bacolod.
Transcom is a global employer in an industry that depends upon strong, resourceful, talented people. We are where your customers are. We are a results focused company. Your progress will be determined by your talent and your contribution to the success of your team and our business.
In return for commitment, hard work and talent, we offer competitive salaries and benefits, high quality training and opportunities to forge a career in a progressive, client focused business.
Our goal is that every employee becomes their own best motivator, and that management's role in this area is to foster a culture of motivation that is effective in the long term.
Our Vision
Making life simpler by creating smarter people experiences
Our Mission
We are the voice of our clients
- A global service partner who combines passionate human talent with intelligent technology to create smarter people experiences
Our Value Proposition
Passionate about creating smarter people experiences every day
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Transcom Worldwide Philippines, Inc. Transcom is a global customer experience specialist, providing customer care, sales, technical support and credit management services through our extensive network of contact centers.
We have 30,000 customer experience specialists spread out at 70 contact centers across 28 countries, delivering services in 33 languages (including Filipino) to over 350 international brands in various industry verticals.
Whether onshore, offshore or near shore, we are uniquely focused on delivering outstanding customer experiences, driving satisfaction, brand loyalty and additional sales while also adding insights and value to our clients' business operations.
Transcom Philippines
Transcom Worldwide Philippines, Inc. is a global customer experience specialist with more than 9,000 customer service representatives or CSR, technical support representatives or TSR, and corporate support specialists spread across its 5 sites in the country, and delivering to international brands in various industry verticals.
The Philippines is home to the ROHQ of Transcom's Global English Region which oversees businesses in the Philippines, United States, Canada, and the United Kingdom. In April 2018, the ROHQ moved from the 6th floor of Cyberscape Alpha in Ortigas Center to its new location in EDSA.
Transcom has been in the Philippines since 2007. We currently have facilities located in Pasig, Mandaluyong, Iloilo and Bacolod.
Transcom is a global employer in an industry that depends upon strong, resourceful, talented people. We are where your customers are. We are a results focused company. Your progress will be determined by your talent and your contribution to the success of your team and our business.
In return for commitment, hard work and talent, we offer competitive salaries and benefits, high quality training and opportunities to forge a career in a progressive, client focused business.
Our goal is that every employee becomes their own best motivator, and that management's role in this area is to foster a culture of motivation that is effective in the long term.
Our Vision
Making life simpler by creating smarter people experiences
Our Mission
We are the voice of our clients
- A global service partner who combines passionate human talent with intelligent technology to create smarter people experiences
Our Value Proposition
Passionate about creating smarter people experiences every day
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Pinoyjobs

Pasig City, Metro Manila
Permanent
Full-time