Workforce Management Manager

at The Vito Consulting Group in Metro Manila
Published at May 25, 2022

Job Responsibilities:
Overall management of the WFM cost structure and budget
To support the Command Center leads for sales and RFP responses & responsible for supporting the sales process by assisting with development of sales material, quotes, demos and tours
Responsible for looking for opportunities to expand the WFM service offering into additional contracts
Responsible for delivery on all contracts
Focus on driving down cost to serve and looking for opportunities to expand the shared services model
Drive industrialization of BST across all contracts
Increase automation, standardization and off-shoring strategy for WFM
Provide direction to WFM team on cost to serve initiatives
Responsible for driving operational maturity across all WFM groups
Responsible for any cross-geography status or functional reporting for WFM
Drives innovation between all WFM groups
Accountable for keeping the Standard Delivery Solution updated

Qualifications:
Bachelor’s degree holder
Must have at least 10 - 12 years of experience in Workforce Management in BPO industry; at least 5 years in a managerial role
Must have end to end workforce management experience (capacity planning, forecasting, real time analysis, scheduling and reporting)
Must have an experience in Workforce and Command Center
Must be knowledgeable in Statistics, Data Science and Cloud Machine Learning
Must have Project Management experience, and is proficient in metrics and reporting, operational excellence, operations and service quality management and team management
Excellent communication skills

Others:
Must be willing to work on a shifting schedule
Willing to go back on-site once recalled

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Published at May 25, 2022
Viewed: 2477 times