Workforce Manager (Capacity Planning) - Manila, Philippines

Job Description

Description & requirements

Description

Transcom is looking for talented individuals like you to join our awesome team! Be the next Workforce Manager (Capacity Planning) for our Transcom Pasig site.

Join our Transcom Family as a Workforce Manager (Capacity Planning!

The Workforce Manager specializes in workforce capacity planning, workload forecasting, staff planning, real-time management, scheduling employees, reporting/analytics, and team leadership in a multi-channel contact center environment. This position leads a geographically dispersed team of analysts responsible for planning, scheduling, monitoring, analyzing, and managing contact center queues based on historical and real-time workload, and staffing trends. The role emphasizes capacity planning to ensure optimal staff levels are maintained to meet service level and efficiency goals. This leader builds relationships with external clients and cross-functional business teams, provides clear reporting and communication to a diverse team, and develops analysts to achieve their full potential. They are experts on the various software platforms used within the department.

Capacity Planning Focus:

● Develop and refine capacity plans to ensure optimal staffing levels for contact center operations.

● Analyze historical data to forecast future workload and staffing needs.

● Collaborate with operations managers to align capacity plans with business needs and strategic goals.

● Ensure capacity plans are flexible and adaptable to changing business requirements and external factors.

General Duties:

● Accountable for the performance, productivity, and effectiveness of Workforce Management Teams.

● Define, develop, and execute WFM processes for the contact centers in conjunction with cross-functional departments.

● Conduct regular meetings with team members to continuously communicate key information regarding changes to business and/or policies and procedures.

● Provide leadership, direction, and growth opportunities to members of the department, performing those responsibilities in accordance with the Company's policies and applicable laws.

● Work with the Human Resources Department to resolve more complex team-related issues.

● Responsible for interviewing and hiring new team members, and dispersal to assigned operations team.

● Achieve operational objectives by contributing information and recommendations for strategic plans, preparing action plans, and implementing them into production and call center standards.

● Regularly audit Workforce operations to ensure quality of service delivery.

● Oversee that proper training is available and/or conducted for Workforce Management personnel.

● Develop, refine, and execute a strategic plan to ensure all client contractual obligations are met – by interval, daily, weekly, and/or monthly.

● Ensure that near real-time agent performance data is maintained to support operations management with accurate performance coaching information.

● Analyze call and staff forecasts to identify needs and corrections.

● Proactively work with operations managers to ensure staffing requirements are understood and addressed.

● Participate in planning for off-line activities to support operations needs including training and meetings.

● Proactively communicate needs and opportunities to operations management about staff optimization and cost management.

● Act as a point of contact for any service impacting issues and contact center responses.

● Manage special projects as assigned by Director of Workforce Management.

● Maintain a positive work environment.

● Perform other related duties as required.

What we are looking for:

To be successful in this role you must…

Educational Background: ➢ College graduate of a business or technical course and from a reputable institution.
Work Experience: ➢ Minimum of 5 years of Workforce Management experience in Contact Center environment. ➢ With at least 3 years of managing group/s of Workforce Analysts and/or Leaders providing end to end services to multiple campaigns, or combined agent headcount of more than 6,000. ➢ Solid experience in supporting inbound contact center/s, and preferably with hands on experience supporting a work-at-home operations set up.

Skills Requirements: ➢ Mastery of Workforce Management Mathematics. ➢ Expert user of WFM applications not limited to Aspect eWFM, Verint, iEX, etc. ➢ Able to clearly articulate performance results to internal and external stakeholders. ➢ Excellent verbal and written communication skills. Ability to communicate in a clear and concise manner. ➢ Must be a quick thinker, with high sense of urgency, and sound problem solving skills. ➢ Ability to continually support people through individual development plans. ➢ Excellent facilitation skills. ➢ Able to start and manage one of more simultaneous projects. ➢ Extensive background in process writing and can perform periodical compliance audit. ➢ Exceptional analytical skills. ➢ Proficient in using Microsoft Office software products.

What's in it for YOU!

Driven by our "Malasakit" culture, we make certain that our team members are well-cared for. Hence we are providing these employee benefits, which you'll be able to utilize once you join our team!

• Day 1 HMO

• Meal & Transportation Allowance

• Rice Subsidy

• Clothing Allowance

• 24/7 Teleconsult

• Free Psychologist Consultation

• In-house & Online Pharmacy

• Scholarship Program

• Retirement Fund

• Free Meal & Medicine (through Transcom’s Tap Card Rewards)

• Loyalty Incentives

• Accidental & Life Insurance

• Free Shuttle Service

What Life at Transcom is like!
At Transcom, we’re relentlessly committed to our clients and each other. Every day, someone starts their journey with Transcom. Taking the potential they have today, and turning it into skills for the future. Getting recognized for working hard, being a team player, and supporting others. Championing positive, lasting change in their teams and communities. That’s just how we are at Transcom. Here we care, and root for each other. You’re included, just as you are, from day one. And with the right mindset, there’s no end to how far we can go together.

We are highly driven by our "Malasakit" culture. Transcom, in its very core, is all about an inclusive team that is focused on people. It all comes down to setting the bar for dignity, equality, and respect. It means that each one takes part in proactively shaping, cultivating, and building the company we want to work and live in. This is why genuine concern is so vital to us.