Job Description
-Forecast staffing needs based on workload, trends, and business goals to ensure adequate coverage.
-Create and optimize employee schedules and shift assignments for efficiency and service quality.
-Monitor real-time operations to address staffing gaps and ensure adherence to schedules.
-Analyze workforce performance and generate reports to support process improvements.
-Collaborate with operations and HR teams to align workforce plans with organizational objectives.
Skills and requirements:
-Bachelor's degree in any related course
-with 5 years of experience in leadership and team management
-with 5 years of experience as workforce manager in BPO industry
-with 5 years of experience in handling ACD switches like Avaya CMS, Symposium, Verint and NGUCC
-Willing to work in Paco, Manila
-Create and optimize employee schedules and shift assignments for efficiency and service quality.
-Monitor real-time operations to address staffing gaps and ensure adherence to schedules.
-Analyze workforce performance and generate reports to support process improvements.
-Collaborate with operations and HR teams to align workforce plans with organizational objectives.
Skills and requirements:
-Bachelor's degree in any related course
-with 5 years of experience in leadership and team management
-with 5 years of experience as workforce manager in BPO industry
-with 5 years of experience in handling ACD switches like Avaya CMS, Symposium, Verint and NGUCC
-Willing to work in Paco, Manila