Work Force Manager

Gratitude Inc

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12 hours ago

Work Force Manager

3-4 Year(s)

₱ 50 - ₱ 70K p.a

Manila

Job Description

Key Skills

WFM System WFM tools WFM planner WFM Capacity Planner Workforce Manager WFM Assistant Manager WFM Supervisor WFM Team Leader WFM Analyst

9 candidate(s) have already applied for this Job. Apply now

Bachelor's Degree

LOCATION

Description / Requirements

Position: Workforce Manager

Location: MOA Pasay

Salary: Php 74,000

Requirements:

Bachelor’s Degree

3 yrs experience as a Workforce Manager with end to end WFM function, end to end full workforce function and managerial experience preferred

Basic Function

• Responsible for managing the WFM Team. The primary role of the job is to coach and mentor the WFM Assistant Managers and/or WFM Senior Executives to ensure the delivery of the expected outputs. He / She is expected to maintain an effective team working relationships hence ensuring a high level of engagement and morale in his / her team.

Essential Functions

• Manage the WFM Team

• Acts as back up to the WFM Senior Manager / AVP

• Provide effective coaching and feedback to the Assistant Managers and/or WFM Senior Executives to enable them to improve their performance

• Serves as a subject matter expert and mentor the team regarding Capacity Planning, Forecasting and Scheduling, and Real Time Queue Management standards, quality of outputs, problem resolution and critical thinking

• Articulate performance expectations and team objectives while collecting and interpreting balanced measures to evaluate individual staff and team performance

• Provides recommendation on balancing staffing requirements with operational efficiencies and financial goals

• Review and Ensure Staffing Plan for all Process is current and Updated

• Adheres and complies to the company policies and procedures, external regulations and information security standards

• Communicate expectations, balance workload, monitor efficiency and initiate control measures to minimize variances in workload over time

• Drive Process improvement within the team. Identify areas for improvement, scope projects and involve relevant others.

• Create a positive work environment by acknowledging team contribution, soliciting inputs and offering personal assistance, when needed

• Establish an environment and work style that promotes the concept of teamwork

• Responsible and accountable for maintaining compliance with Human Resource policies and procedures and implements them at the employee level

• Handle internal client feedback and escalations

• Client interaction, where required at the level of Supervisors

• Documented monthly performance review of Assistant Managers and WFM Staff

• Review Process KPI’s on a near term basis and develop recommendations for plans on improvement in performance

• Other task/s delegated by the direct supervisor to effectively do his/her task as the Manager.

Role

NON-BPO

Timings

Day Shift (Permanent)

Industry

NON-BPO

Work Mode

Process

Non-Voice

Functional Area

NON-BPO

Note: Myglit doesn't charge any money from candidates. If you have been asked to pay money to get this job then report to us immediately at support@myglit.com.

Kenny Olabisi

Recruiter - Gratitude Inc

NA, nigeria

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