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Workforce Manager (Scheduling)

Transcom Worldwide Philippines, Inc.

Mandaluyong City, Metro Manila

Posted over a month ago

Qualifications

Educational Attainment

College Graduate

Min. Work Experience

1 year

  • Minimum of 1 year as Workforce Manager ; must have extensive experience in eWFM & Verint

Team Management

  • Recruits, hires and trains new schedulers

  • Accountable for the performance of workforce staff by coaching, creating  and maintaining development plans, conducting performance appraisals, recommending training and encouraging individual employee participation in decision making

  • Sets up objectives and gives rewards and recognition once goals are achieved 

  • Communicates company policies, updates and related information

  • Communicates, maintains and process pertinent paperwork and records

  • Accountable for the team’s efficiency and utilization

  • Accountable for identifying and ensuring development plan is in place for a successor

  • Demonstrates strong people management and shows maturity and emotional balance in handling difficult situations or raises to the occasion in difficult situations

  • Breaks down the shared vision and direction into actionable steps for his people

Staff Management and Development

  • Mentors and develops direct reports

  • Assists in the identification of staffing and training requirements

  • Works to provide training and necessary WFM tools to ensure execution is delivered as required

  • Develops rapport and trust and acts decisively to solve people issues or concerns

  • Delegates to staff and holds them accountable

  • Regularly audits Workforce operations to ensure quality of service delivery in terms of accuracy, timeliness, and consistency

  • Maintains a positive work environment

Customer Focus (Client)

  • Effectively controls difficult client situations

  • Defines and manages achievement of client required performance objectives

  • Consistently demonstrates sound judgement

  • Researches, develops and implements operational and technical processes.

  • Properly sets client expectations and proactively manages project assignments and its scopes

     

  • Conducts analyses, prepares reports and communicates with clients to provide value-added and consultative services.

Customer Focus (Operations)

  • Performs appropriate updates to documentation and develops operational support policies and procedures to ensure appropriate updates are made. Leads and coordinates intra and interdepartmental process changes.

  • Achieve and deliver all commitments made to Operations Leadership team

  • Maintains quality assurance processes that ensure customer disclosure of issues that directly impact services. Maintains staffing and program ratios based on established target.

  • Acts as program POC during new projects or ramps, will engage appropriate resources as needed.

  • Drives consistency with adherence to WFM SOP.

Communication

  • Provides effective communication and feedback to staff

  • Prepares and presents both written and verbal communication to clients and colleagues alike

  • Is able to communicate effectively regarding Transcom and projects at a short notice and under pressure

Skills Required

Leadership (Advanced)
Client Management (Advanced)
Communication Skills (Advanced)
Job Description

Responsible for ensuring integrity and consistency of set WFM processes/procedures 
Responsible for managing a dedicated team of Scheduling Analysts 
Maintain confidentiality on information, objectives and practices of Transcom and its clients 
Responsible for ensuring Service Delivery to the client, balancing staffing requirements with operational efficiencies and financial goals.

Job Details

Job Location

Mandaluyong City, Metro Manila

Employment Type

Full-Time

Job Category

Human Resources

Work Schedule

Amenable to Any Shift

Position Level

Manager

Job Perks

HMO Coverage Day 1

Free Shuttle Service

Free meals for employees with perfect attendance

Transcom Worldwide Philippines, Inc.
Company Size
10,001+ Employees
Industry
BPO

Transcom is a global customer experience specialist, providing customer care, sales, technical support and credit management services through our extensive network of contact centers. We are 30,000...

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