Job Description
Work Setup: Onsite (Cebu)
Function: Work Force Management (WFM)
Required Educational Attainment:
- Finished at least 2 years in college without any back subjects
Required Experience:
- Minimum 2 years of BPO Team Lead or Assistant Manager experience under the Workforce Management function.
Responsibilities:
- Develops, updates, and optimizes the Capacity Plan to effectively meet staffing, seating, and logistical needs while balancing cost-efficiency and performance excellence.
- Creates and reviews schedules meticulously to align with business objectives, driving exceptional customer service experiences.
- Leads and mentors a motivated and autonomous team of WFMs, ensuring all service level agreements (SLAs) are consistently achieved across accounts.
- Enhances client satisfaction by proactively ma...