Workforce Planing Manager
AS White Global
- Taguig, Philippines16, 16F Bonifacio Stopover Corporate Center, 31st St. corner 2nd Ave., BGC, Taguig City, Philippines, Taguig, Metro Manila, PhilippinesTaguigMetro ManilaPhilippinesPhilippines
- Full timeFULL_TIME
Expired 5 years ago
2019-09-06T16:00:00+00:00Job closed.
Job Description
- Ensures accurate FTE Capacity Plan and up to date e.g. historical data
- Assists management team in crafting and implementing applicable WFM process
- Assists the management team in making decisions about the staff/seat planning through well-informed and verifiable insights
- Measures SLA achievement daily/weekly/monthly and presents the outcome, wins, and opportunities to the management team
- Monitor attendance, schedule adherence and occupancy rate
- Prepares intraday reports on staff attendance.
- Reconciles attendance daily with employee timesheets against schedule and time in/time out reporting.
- Manages changes to scheduling to ensure adequate daily resource coverage.
- Communicate with management and operations team to ensure compliance with company standards.
- Maintain running report of attendance incidents.
- Processes management requests for modifications of scheduling events (meetings/training, etc.).
- Use accuracy of schedule measurements for continuous improvement, including making recommendations to improve scheduling efficiency and team member satisfaction.
- Provides leadership and supervision of workforce team members
- Ensures regular coaching, feedback, growth and recognition is being done with team members
- Performs any other related duties as required or assigned.
Minimum Qualifications
- Bachelor’s degree preferred, or 3 plus years’ relevant work experience.
- 2-5 Years’ experience in Workforce Management, preferably in contact centers with at least 500 HC.
- Experience with Workforce Management software (planning, scheduling, performance tracking, reporting, knowledge in SAS is a plus).
- Demonstrated strong analytical skills, with emphasis on planning, forecasting, scheduling, reporting.
- Ability and willingness to learn new software applications.
- Skills in complex problem solving, judgment, critical thinking and decision making.
- Ability to be highly organized with an emphasis on accuracy and timeliness.
- Ability to organize information and have attention to detail and accurately follow procedures.
Required Skills
- Attrition Analysis
Jobs Summary
- Job Level
- Mid-Senior Level / Manager
- Job Category
- Management and Consultancy
- Educational Requirement
- Bachelor's degree graduate
- Office Address
- Bonifacio Stopover Corporate Center, 31st St. corner 2nd Ave., BGC, Taguig City, Philippines
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About AS White Global
AS White Global (ASW) is an Australian company with headquarters in Sydney and contemporary offices spread across Vietnam, the Philippines, and Malaysia. We help organisations build their global teams and capability by providing international talent selected from the large talent pool in South East Asia. We pride ourselves on sourcing the right employees for our partners, no matter what the industry is and have years of experience doing it.
ASW is an agile company, with an independent and forward thinking Board of Directors. Since 2011, the company has grown from 50 to over 1000 employees internationally. Our agility and passion have allowed us to effectively service our growing portfolio of clients.
We are experts in providing offshored teams in the following specialisations:
Software Development
Service Desk & Infrastructure
Accounting, Finance & Admin Services
Creative & Digital Marketing