Job Openings WFM Manager | Night Shift | Hybrid | Pasay

About the job WFM Manager | Night Shift | Hybrid | Pasay

    Job Description

    • Responsible for Workforce Management & Service Delivery to Internal & External Customers
    • Manages a WFM team for 3 to 5 clients, leading and mentoring the team to support Operations
    • Directly manages WFM processes, Client KPIs, and financial performance in a multi-site, multi-platform environment
    • Serves as a checkpoint and reviewer of WFM processes, practices, and output
    • Takes ownership, engages with the Operations team, and drives improvements/resolutions by developing plans, processes, recommending solutions/strategies, and ensuring execution
    • Ensures efficient levels of staffing and occupancy, optimizing resources to maximize service levels, seat utilization, and maintaining financial rigor
    • Develops processes, scorecards, and performance plans for effective team management


    Responsibilities

    • Strong sense of personal stake and urgency in day-to-day management
    • Ability to forge positive, objective relationships with Operations and Support teams
    • Adaptability, thriving, and multitasking in a demanding workplace while managing conflicting and shifting priorities
    • Ability to foresee, dissect, and fix problems using a data-driven approach and common sense
    • Appetite for challenges, including driving projects, improvement opportunities, and maturity models
    • Effectiveness in presenting to and persuading different levels in the organization
    • Experience in creating compelling analysis and reports for clients and internal reviews
    • Skilled in Staff Planning, Reporting, and proficient with spreadsheets
    • Hands-on Scheduling experience in Blue Pumpkin or Aspect eWFM is a strong advantage
    • Must demonstrate a thorough, swift, and decisive approach to problem-solving
    • Must be diplomatic, resilient, positive, and enterprising in resolving conflicts and disagreements
    • Proficiency in basic arithmetic, statistical concepts, and strong logical ability desired
    • Must be tactically involved and hands-on where needed
    • Ability to motivate, retain, and attract talent
    • Flexible with extending shifts when needed


    Qualifications

    • 6 years of experience in Workforce Management in a multi-site, multi-client BPO environment

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