Workforce Management (WFM) Manager-3–5 years Exp as (WFM) Manager BPO

Global Group Innovative Services, Inc.

RM7.6-8.4K[Bulanan]
Di lokasi - Bandar Quezon1 - 3 Tahun PengalamanPendidikan tidak diperlukanSepenuh-masa
Kongsi

Keterangan Kerja

Penerangan

We're Hiring: Workforce Management (WFM) Manager

Location: Taguig

Responsibilities:

  • Lead and manage the WFM team to meet performance and business goals.

  • Provide effective coaching and feedback to Assistant Managers and/or Senior WFM Executives to enhance individual and team performance.

  • Serve as a subject matter expert on Capacity Planning, Forecasting, Scheduling, and Real-Time Queue Management.

  • Set clear performance expectations and team objectives; monitor KPIs to evaluate effectiveness.

  • Recommend strategies to balance staffing needs with operational efficiency and financial targets.

  • Ensure that Staffing Plans for all processes are accurate and consistently updated.

  • Oversee the quality and timeliness of work produced by the WFM team.

  • Collaborate with WFM business partners to meet critical assignments and deliverables.

  • Guide teams in applying WFM tools and standards to support operational needs.

  • Set professional development goals for team members and support them in achieving these milestones.

  • Ensure team compliance with mandatory WFM training and knowledge standards.

  • Enforce adherence to WFM processes and best practices across the team.

Requirements:

  • Bachelor’s degree, preferably in Mathematics, Statistics, or a related field.

  • 3–5 years of experience in managing Workforce Operations with client and/or senior management exposure.

  • Proven expertise in capacity planning, forecasting, scheduling, real-time management, and reporting.

  • Proficient in workforce management tools and systems.

  • Excellent organizational, project management, and presentation skills.

  • Strong analytical skills; capable of working with large datasets to identify trends and actionable insights.

  • Ability to handle multiple complex tasks and projects simultaneously.

  • Detail-oriented with a continuous improvement mindset.

  • Proficient in MS Office applications (Excel, Outlook, PowerPoint); ability to learn new technologies quickly.

  • Excellent verbal and written communication skills.

  • A motivated, self-starting leader with a “Happy @ Work” approach to coaching and team development.

Syarat-syarat

Please refer to job description.

Analisis DataRamalanPerformance MetricsPenjadualanReal Time MonitoringReporting ToolsPenyelesaian MasalahKemahiran BerkomunikasiBerfikir Secara Kritikal
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Arielle Custodio

HR ManagerGlobal Group Innovative Services, Inc.

Tempat Bertugas

9/F Triumph Building, 1610 Quezon Avenue, South Triangle, Quezon City, Metro Manila, Philippines

Disiarkan pada 23 May 2025

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