An exciting Workforce Manager role has become available at one of the world's fast-growing logistics companies with shared service operations in the Philippines.
Location: Ortigas, Philippines. – Temporary remote
What to expect from the role:
Responsible for ongoing training to the management team and agents on contact center dynamics
Plan and distribute daily work schedules for agents and provide historical adherence reports to management
Monitor real-time queue and adherence reports to ensure service level and response time objectives are met; oversee real-time escalation plans
Forecasting contact volumes and scheduling staff around your forecast contact volumes
Managing on a day-to-day basis (intraday management), in case of unexpected rises in contact volumes or absenteeism
Creating a Business Continuity Plan (BCP)
Own the development of strategic workforce management planning including activity forecasting and long-term staff planning.
Analyze trends, highlights resource issues, and identify and recommend realistic options/solutions such as adjustment of staffing level, change of skills and level, etc. to meet the service level objectives and financial efficiency measurements across all line of businesses and centers
Responsible for all operational updates daily within the eWFM systems.
Monitor schedule adherence. Coordinate the adjustment or cancellation of same-day activities such as meeting, training, etc. and recommend optimal times or offer alternatives
Update and publish the schedule through the eWFM tools
Create and publish/deliver accurate reports and scorecards within designated timeframes
Review and update intraday reports/center boards with actual versus forecast volume performances
Continually improve the forecasting and scheduling predictions across all contact channels.
Ensure maximum utilization of existing technologies to support efficient traffic distribution and the use of staff.
Develop special forecasts for all operational areas to assist in developing staffing plans for projects as well as ongoing planning.
Develop long-term capacity plans and provide accurate workload predictions for annual budgeting and planning.
A graduate of bachelor’s degree in Technology, Business Administration, Mathematics, Statistics or equivalent
At least 5 years related experience
With at least 2 years of experience with Analytics Management
At least 1-year experience as a Real-Time Analyst
Knowledgeable with Avaya CMS, IEX NICE, or similar tool/system
Has a certificate of Analytics Assessment Tool
Ability to develop and maintain a productive working relationship throughout the organization
Think you are an ideal candidate? Apply now!
Lennor Metier is a leading executive search and recruitment/headhunting agency in Asia, with substantial experience in hiring top-caliber professionals for companies in the Consumer Goods, Healthcare, Technology, Finance, manufacturing, and engineering industries.