workforce ManagerProbeGroup Philippines

Job Description
As a manager, you will be responsible for managing programme staffing to meet daily, weekly, and interval staffing requirements. The person is also responsible for achieving compliance to WFM operating procedures, oversight of WFM real-time and scheduling responsibilities and other workforce-related management tasks. You will closely coordinate with various business stakeholders; Liaise with Clients & internal stakeholders to drive and deliver information in a concise manner. You have to identify areas of opportunity and implement innovative real-time solutions to maximise efficiency and implement and perform audits to ensure accuracy in all processes and deliverables.
RESPONSIBILITIES:
General and Task Management
Manage end to end Capacity Planning & Seat Management across campaigns handled
Create or builds staffing capacity plans based on contact forecast
Analyse contact patterns understanding daily, weekly, monthly & annual patterns.
Create and manage reporting and analysis information from different lines of businesses, contact types, agent utilization and attrition.
Liaise with Client & Stakeholder and eventually drive seat utilization
Create and deliver reports to clients and managers including other Support Departments, to plan and effect measures to achieve operational and strategic business results.
Manage deviations from the plan that have financial impact
Monitor key manufacturing processes for capacity and demand, identifycap acity constraints and provide analysis
Review data and trends and diagnose problems and concerns
Utilise knowledge and research methods to benchmark capacity planning activities and to drive best practice results
Relationship Management
Collaborate with internal stakeholders to obtain and ensure that current and accurate information is used for planning purposes to meet operational
requirements
Co-ordinate cross functional activities to reconcile variances from original plans and maintain a view of actual against forecast projections
Ensure that effective data, statistical analysis and performance metrics are available to internal stakeholders
Perform all other duties as assigned
MINIMUM REQUIREMENTS:
At least 3-5 years of experience in WFM
Exemplary Leadership skills - already had experience handling a group of people
Superb Communication - daily feedback with client and Operations
Summary of role requirements:
Looking for candidates available to work on weekdays
2-3 years of relevant work experience required for this role
Working rights required for this role