Workforce Management Lead  

Manage, plan, optimize for the ongoing execution to ensure that company and client goals are met and Defined targets are achieved. Responsible for Scheduling for both inbound and outbound project, campaign creation and the batch allocation and the MIS pertains to the same. Responsible for overseeing a team of WFM consists of the scheduler, RTA, and the MIS ensure the delivery is not impacted, following the set of quality assurance processes which is maintained and the continual improvement process.

• Managing the service level for multiple clients in both the location (CEBU & MANILA)
• Capacity planning, scheduling, campaign creation and Real-Time Analysis
• Seat management and batch allocation would be an added advantage
• Should have handled a team of Capacity planners / Schedulers/RTA’s.
• Effectively Communicate information and data to all interested parties across the business, being able to influence decision making based on solid data and analytics
• Forecasting and Scheduling
• To connect with the Operation on a regular frequency and review the capacity planning on their excess or deficit staffing by a process and to work on a mitigation plan if any major issues were foreseen.
• Prepare Adhoc analysis & participate in projects as needed
• Drive the highly motivated team of WFM members.
• Responsible for the seating grouping to create seats for the new business
• To provide a Cost-benefit analysis on regular frequencies to the operation on their areas of improvement.
• To Front end, all WFM related quires in the respective location and track the same for its closure
• To work closely with Operations, Finance & Talent acquisition and drive WFM strategy to optimize resource utilization.

• Graduation is compulsory
• Should have handled a team at least 6 months is mandate.
• Minimum 3+ years of experience necessary on the WFM Skillset.
• Healthcare experience may be an added advantage.