Workforce Manager - Manila, Philippines

Location : Philippines, Pasig- Tiendesitas
Job category : Operations
Language :
Transcom is looking for talented individuals like you to join our awesome
team! Be the next Workforce Manager for our Transcom Pasig site.

What's in it for YOU!
Driven by our "Malasakit" culture, we make certain that our team members are
well-cared for. Hence we are proving these employee benefits, which you'll be
able to utilize once you join our team!
* Day ‎1 HMO
* Meal & Transportation Allowance
* Rice Subsidy
* Clothing Allowance
* ‎24/‎7 Teleconsult
* Free Psychologist Consultation
* In-house & Online Pharmacy
* Scholarship Program
* Retirement Fund
* Free Meal & Medicine (through Transcom's Tap Card Rewards)
* Loyalty Incentives
* Accidental & Life Insurance
* Free Shuttle Service

Join our Transcom Family as a Workforce Manager!

The Workforce Manager possesses a strong knowledge of real time management
workforce, scheduling employees, workload forecasting, staff planning,
reporting/analytics, and team leadership in a multi-channel contact center
environment. This position is responsible for leading a geographically
dispersed team of analysts charged with planning, scheduling, monitoring,
analyzing, and managing contact center queues based on historical and real
time workload, and staffing trends. This leader is responsible for the
attainment of all service level and efficiency goals, building relationships
with external client/s and cross-functional business teams not limited to
internal Workforce Management, Operations and IT; providing clear reporting
and communication to a diverse team, and developing analysts to achieve their
full potential. They are experts on the various software platforms used within
the department.

Primary Duties & Responsibilities:
- Accountable for the performance, productivity and effectiveness of
Workforce Management Teams. - Define, develop and execute WFM processes for
the contact centers in conjunction with cross-functional departments. -
Conducts regular meetings with team members to continuously communicate key
information regarding changes to business and/or policies and procedures. -
Provides leadership, direction and growth opportunities to members of the
department, performing those responsibilities in accordance with the Company's
policies and applicable laws. - Works with the Human Resources Department to
resolve more complex team-related issues. - Responsible for interviewing and
hiring new team members, and dispersal to assigned operations team. -
Achieves operational objectives by contributing information and
recommendations for strategic plans to prepare action plans, implementing into
production and call center standards. - Regularly audits Workforce operations
to ensure quality of service delivery. - Oversee that proper training is
available and/or conducted for Workforce Management personnel. - Develop,
refine, and execute a strategic plan to ensure all client contractual
obligations are met - by interval, daily, weekly and/or monthly. - Assures
that near real-time agent performance data is maintained to support operations
management with accurate performance coaching information. - Responsible for
analyzing call and staff forecasts to identify needs and corrections. -
Proactively works with the operations managers to assure that staffing
requirements are understood and being addressed. - Participates in planning
for off-line activities to support operations needs including training and
meetings. - Proactively communicates needs and opportunities to operations
management about staff optimization and cost management. - Acts as a point of
contact for any service impacting issues and contact center response/s. -
Manage special projects as assigned by Director of Workforce Management. -
Maintains a positive work environment - Performs other related duties as
required.

What we are looking for:
To be successful in this role you must …

Educational Background: - College graduate of a business or technical course
and from a reputable institution.

Work Experience: - Minimum of ‎5 years of Workforce Management experience in
Contact Center environment. - With at least ‎3 years of managing group/s of
Workforce Analysts and/or Leaders providing end to end services to multiple
campaigns, or combined agent headcount of more than ‎6,000. - Solid experience
in supporting inbound contact center/s, and preferably with hands on
experience supporting a work-at-home operations set up.

Skills Requirements: - Mastery of Workforce Management Mathematics. - Expert
user of WFM applications not limited to Aspect eWFM, Verint, iEX, etc. - Able
to clearly articulate performance results to internal and external
stakeholders. - Excellent verbal and written communication skills. Ability to
communicate in a clear and concise manner. - Must be a quick thinker, with
high sense of urgency, and sound problem solving skills. - Ability to
continually support people through individual development plans. - Excellent
facilitation skills. - Able to start and manage one of more simultaneous
projects. - Extensive background in process writing and can perform
periodical compliance audit. - Exceptional analytical skills. - Proficient
in using Microsoft Office software products.

What Life at Transcom is like!
At Transcom, we 're relentlessly committed to our clients and each other.
Every day, someone starts their journey with Transcom. Taking the potential
they have today, and turning it into skills for the future. Getting recognized
for working hard, being a team player, and supporting others. Championing
positive, lasting change in their teams and communities. That's just how we
are at Transcom. Here we care, and root for each other. You're included, just
as you are, from day one. And with the right mindset, there's no end to how
far we can go together.

We are highly driven by our "Malasakit" culture. Transcom, in its very core,
is all about an inclusive team that is focused on people. It all comes down to
setting the bar for dignity, equality, and respect. It means that each one
takes part in proactively shaping, cultivating, and building the company we
want to work and live in. This is why genuine concern is so vital to us.