Scheduling Workforce Manager (Bacolod)  

• Responsible for ensuring integrity and consistency of set WFM processes/procedures
• Responsible for managing a dedicated team of Scheduling Analysts
• Maintain confidentiality on information, objectives, and practices of Transcom and its clients
• Responsible for ensuring Service Delivery to the client, balancing staffing requirements with operational efficiencies and financial goals
• Team Management
• Team Leadership
• Coaching and Mentoring
• Staff Management and Development
• Campaign Performance Management
• Customer Focus (Client)
• Customer Focus (Operations)
• Communication and Networking

Work Experience:

• At least 5 years of Workforce experience in a vendor/BPO environment (Not captive/in-house).
• Minimum 2-year experience as a Workforce Manager responsible for at least 10 LOBs and/or 1000 FTEs

Skills Requirements:

• With extensive experience in eWFM and Verint
• Extensive experience in Scheduling & Forecasting
• Effective communication skills and hands-on management style
• Ability to collaborate and support Operations through direct and proactive communication.
• Demonstrates sound arithmetic, analytical and problem solving skills.
• Engages with the client directly on behalf of OPS in the daily/weekly meetings
• Works independently with minimal supervision and supports Operational requirements
• Adapts to workload and multitasks with attention to detail in a dynamic environment
• Has a right attitude and approach to challenges; responds positively to constructive criticism