Workforce Management Manager

Gratitude Inc

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1 month ago

Workforce Management Manager

5-7 Year(s)

65 - 70 Thousand p.m

Cebu Central Visayas

Job Description

Key Skills

Pivot Workforce Management Advanced Excel vlookup Excellent Communication College Graduate

2 candidate(s) have already applied for this Job. Apply now

Job title: WFM Manager

Account: Healthcare

Type of Support: Voice

Work set up: 100% Onsite in Cebu

Work shift: US Business Hours

Salary: Up to 68K

Start date: ASAP

Job Description:

Leading a team for performing data analysis and reporting statistical reports and key trends as support for business decisions. Daily, Month end and Quarter end Report generation, PPTs, in-depth and accurate data analysis. Developed various dashboards and reports using Excel, VBA and Power BI.

Responsibilities:

• Monitor and manage headcount for processes assigned

• Validate production and non-production hiring and/or internal movements in coordination with the process heads

• Manage and monitor forecasts for volume, productivity and shrinkages

• Create Forecasts, preparing and validating the monthly invoice to be billed to the client

• Analysis of scheduling outputs and recommend changes whenever necessary

• Coordinate with internal and external stakeholders on items related to capacity planning and hiring

• Coordinate with cross-functional teams on matters related to resource planning and movements

• Supervise and train team members performing work tasks and responsibilities

• Have regular discussions with the clients both external and internal

Qualifications:

• Must be a College graduate

• At least 5-7 years of relevant experience in workforce management in a BPO setting

• With Advanced Excel experience (VLOOKUP, Pivot Table, etc.)

• Good working knowledge of computer i.e., MS-Office, Above average MS Excel knowledge is required.

• Excellent verbal & written communication & presentation skills

• Good Interpersonal & people management skills with a good problem-solving approach.

• Report and dashboards creation

• Experience of stakeholder management and client interaction

• Exposure with real-time, scheduling, forecasting, capacity planning, etc.

• Expert knowledge of service procedures

• Good analytical skills for MIS, number crunching & reporting to internal & external customers

• WFM Tool Competency (IEX, eWFM , etc.)

• RTA/MIS Experience is advantageous

• Can work with minimal supervision and has initiative

• Open for local or Filipino applicants only

• Willing to work onsite

Relevant Job titles:

• reports analyst, data analyst, reporting analyst, capacity planner, scheduler and forecaster

Recruitment Process:

• Initial Interview: HRI (Human Resource Interview)

• Final Interview: Operations with WFM Sr Manager

Role

General Manager

Timings

US-Type Shift (Contract To Hire)

Industry

BPO

Work Mode

Work from office

Process

Voice

Functional Area

ITES / BPO / Customer Service

Note: Myglit doesn't charge any money from candidates. If you have been asked to pay money to get this job then report to us immediately at support@myglit.com.

Yasir Muhammad

Recruiter - Gratitude Inc

NA, nigeria

2+ Followers

500+ Posts

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Cebu Central Visayas, Philippines

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