Workforce Manager | Pasig Site  

The Workforce Manager: owns the culture, delivery, direction, and impact of the WFM team to the clients and Transcom; ensures client/customer goals are met by analyzing work requirements/expectations, variables, volume and staffing arrangements; provides creative direction and transparent control of WFM parameters, talent, and scope; manages strategic and tactical workforce leadership client influence.

Primary Duties & Responsibilities:

▪ Manage team/s of Real Time Analyst, Scheduling Analyst and Planners, across multiple programs and potentially across multiple sites

▪ Accountable for the performance, productivity and effectiveness of Workforce Management Team/s

▪ Work directly with the client and site operations team to build staffing strategies that take into account all possible variables that may affect staffing and call volume projections

▪ Create scheduling matrices that ensure achievement of service level, schedule adherence and other financially impacting goals, using projections and/or historical information

▪ Create proper contingency plans to ensure that staffing remains as constant as possible in the event of an emergency

▪ Define, develop and execute WFM processes for the contact center in conjunction with cross-functional departments

▪ Proactively monitor associate calling behaviors, efficiency, and availability and report deficiencies to operations team in real-time

▪ Manage all client specific deliverables and commitments

▪ Conducts regular meetings with team members to continuously communicate key information regarding changes to business and/or policies and procedures

▪ Provides leadership, direction and growth opportunities to members of the department, performing those responsibilities in accordance with theCompany's policies and applicable laws

▪ Works 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

▪ Achieves operational objectives by contributing information and recommendations for strategic plans to prepare action plans, implementing into production and call center standards

▪ Regularly audits 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

▪ Assures that near real-time agent performance data is maintained to support operations management with accurate performance coaching information

▪ Responsible for analyzing call and staff forecasts to identify needs and corrections

▪ Proactively works with the operations managers to assure that staffing requirements are understood and being addressed.

▪ Participates in planning for off-line activities to support operations needs including training and meetings

▪ Proactively communicates needs and opportunities to operations management about staff optimization and cost management

▪ Acts as a point of contact for any service impacting issues and contact center response/s.

▪ Manage special projects as assigned by Director of Workforce Management

▪ Maintains a positive work environment

▪ Performs other related duties as required

Educational Background:

➢ College graduate of a business or technical course and from a reputable institution

Work Experience:

➢ Minimum of 10 years of Workforce Management experience in Contact Center environment

➢ End-to-end WFM experience (Real-Time Management, Scheduling, Capacity Planning)

➢ With at least 5 years of managing group/s of Workforce Management professionals providing end to end services to multiple campaigns, or combined agent headcount of more than 6,000.

➢ Solid experience in supporting contact center/s of multiple medium, 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.

Competencies

1. Team Development

Using appropriate methods and a flexible interpersonal style to develop his/her team; helping them to discover, grow, and reach their potential.

Creates a learning environment; ensures that opportunities for development are available. Includes the capacity to generate support andcommitment.

2. Leadership

Managing, developing and motivating others to ensure that they are able to fully contribute to Transcom success, inspiring values and providing feedback; encouraging and bringing about teamwork; maintaining good cooperation to achieve an intended goal. The leader identifies him/herself with energy, and is capable of transmitting it, motivating and generating confidence.

3. Global and Strategic Vision

Identifying the main direction for the organization in relation to its market and environment, formulating long-term objectives and strategies. Involves the capacity to understand the activity itself tied to Transcom's organisational structure and strategy, taking into account future trends, possibilities and eventualities.

4. Innovation

Generating creative and original solutions; devising new ways of doing things. Suggesting new ways to support and deliver improved customer experience, anticipating new customer or market trends/needs. Is able to apply existing insights in a refreshingly new fashion; openness to the ideas of others including direct reports. Proactively seeks opportunities and takes action to exploit them.

5. Focus on the Client (Internal and External)

Demonstrating a commitment to quality services, effectively interpreting the needs of external and internal clients. Involves meeting client needs in an excellent and efficient manner; building productive client relationships; taking responsibility for client satisfaction and loyalty.

6. Focus on Quality

Setting high demands with respect to the quality of one's own work and that of others; striving continuously for improvements. Vigilantly watches over processes and services to ensure freedom from errors, omissions, or defects. Initiates action to correct quality problems or notifies others of quality issues as appropriate

7. Focus on Results

Taking ownership of the achievement of his/her objectives or goals and demonstrating determination to succeed and showing the final results.

Collaboratively works with direct reports to set meaningful performance objectives, focusing and guiding others in accomplishing their objectives. Having stamina to remain firm and consistent when performing actions and tasks until the objective has been attained.