Workforce Management (WFM) Team Leader  

• Manage a team of Workforce Specialists (WFS) and Real Time Adherence Analysts (RTA).
• Ensure each WFS and RTA.
  • Understands and meet his or her required tasks, objectives as well as oversee employee policy/handbook adherence, conduct and performance.
• Oversee execution of established WFM practices.
  • Ensur delivery of required forecasts, schedules, reports and manage change requests.
• Constantly communicate with Service Delivery leaders through meetings and project calls.
• Identify WFM process strengths and opportunities, leading to formulation and execution of action plans or projects to address opportunities and create additional value for our stakeholders.
• Write employee performance evaluations, delivering annual merit reviews and performing other administrative tasks as required/assigned.
• Work with the Recruitment Team in hiring qualified candidates for the WFM Team, including the conduct of interviews.

Additional Notes:

The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.

• Preferably at least one (1) year experience in managing and leading a team.
• At least three (3) years of Workforce Management (Scheduling or Real Time Adherence) experience in a BPO/ITO environment.
• Experience in WFM and ACD tools and software including but not limited to Aspect, Empower, inContact, Avaya CMS, etc. is preferred.
• High aptitude in numeracy and analytics.
• Knowledge of and advanced skill in using personal computers and their applications such as MS Excel, MS Word, MS Access.
• Excellent English communication skills, both verbal and written.
• Good interpersonal skills.
• Ability to organize work and prioritize tasks.
• Ability to work independently or with minimum supervision.
• Ability to work with diverse groups of people throughout all levels of the organization.
• Keen attention to details.
• Open to feedback and constructive criticisms.
• Trustworthy, honest, and cautious in handling sensitive information and documents and has proven personal and professional integrity.
• Excellent attendance record.
• Patience and flexibility in responding to frequently changing requirements and/or management styles.
• Amenable to shifting schedules and working on holidays.
• Amenable to work on US shifts and PH holidays.
• Amenable to work in Pasay City.