Manager I, WFM

Job Title:

Manager I, WFM

Job Description

Manager – WFM (RTA, Planning, Scheduling & Revenue tracking) (8A)

Essential Functions/Core Responsibilities

• Analyze staffing/scheduling plans and operational performance dashboards.
• Collaborate with RTAs, planners, schedulers, and operations to build financial dashboards and analysis.
• Prepare financial forecasts based on inputs from various sources and historical trends.
• Create and maintain financial reports for business stakeholders.
• Conduct financial review meetings with senior leadership and act as a bridge between WFM and Finance team.
• Guide planners to implement viable business changes to improve profitability.
• Drive efficiency in business operations for financial growth.
• Performs in-depth analysis and makes recommendations into key performance metrics to identify strengths, weaknesses, opportunities and threats to financial objectives.
• Monitor financial patterns and trends. Provide proactive update to management team.
• Review completed forecasts, schedules, and staffing files developed by team members to ensure completion, accuracy, and adherence to standards.
• Collaborate with Business Development, Geo/global finance, Operations, and Clients to develop new models to support staffing and volume changes.
• Lead reviews of Call Center efficiency and customer service performance to ensure client needs and performance meets set targets.
• Partner with support functions (IT) to ensure that forecasting, planning and scheduling tools are properly set up and maintained to support the Workforce Management team.
• Lead the development of forecasts, resource plans, and schedules for new programs.
• Drive cost efficiency projects.
• Handle a team of RTA, planners, schedulers, and revenue tracking analysts/supervisors.
  
  

Candidate Profile

• Bachelor's degree in related field from a four-year college or university with more than seven years of relevant experience with at least two years of Progressive Mgmt. Experience preferred.
• Experience with forecasting, capacity planning and scheduling software tools.
• Excellent communication skills, both written and verbal.
• Ability to effectively present information to internal and external associates.
• Advanced Microsoft Office skills.
• Demonstrated ability to organize and prioritize projects in a fast-paced and deadline-oriented business environment.
• Demonstrated ability to mentor, coach and provide direction to a team of employees.
• Demonstrated ability to take initiative and ownership with focus on continuous improvement.
• Excellent attention to detail.
• Demonstrated ability to foster customer service disposition and sense of professionalism for self and team.
• Solid understanding of the organization's business operations and industry. Demonstrated business acumen.
• Demonstrated ability to comprehend, analyze, and interpret.
  
  

Career Framework Role

Manages professional employees and/or supervisors or supervises large, complex technical or business support or production operations team(s). Is accountable for the performance and results of a team within own discipline or function. Receives assignments in the form of objectives and determines how to use resources to meet schedules and goals. Adapts departmental plans and priorities to resolve operational challenges. Decisions guided by policies, procedures and business plan; receives guidance from senior manager and/or director. Provides technical guidance to employees, colleagues and/or customers. Has accountability for results in terms of costs, strategies and employees.

Disclaimer

The above statements intend to describe the general nature and level of work performed by people assigned to this job. They are not an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title.

Manager – WFM (RTA, Planning, Scheduling & Revenue tracking) (8A)

Essential Functions/Core Responsibilities

• Analyze staffing/scheduling plans and operational performance dashboards.
• Collaborate with RTAs, planners, schedulers, and operations to build financial dashboards and analysis.
• Prepare financial forecasts based on inputs from various sources and historical trends.
• Create and maintain financial reports for business stakeholders.
• Conduct financial review meetings with senior leadership and act as a bridge between WFM and Finance team.
• Guide planners to implement viable business changes to improve profitability.
• Drive efficiency in business operations for financial growth.
• Performs in-depth analysis and makes recommendations into key performance metrics to identify strengths, weaknesses, opportunities and threats to financial objectives.
• Monitor financial patterns and trends. Provide proactive update to management team.
• Review completed forecasts, schedules, and staffing files developed by team members to ensure completion, accuracy, and adherence to standards.
• Collaborate with Business Development, Geo/global finance, Operations, and Clients to develop new models to support staffing and volume changes.
• Lead reviews of Call Center efficiency and customer service performance to ensure client needs and performance meets set targets.
• Partner with support functions (IT) to ensure that forecasting, planning and scheduling tools are properly set up and maintained to support the Workforce Management team.
• Lead the development of forecasts, resource plans, and schedules for new programs.
• Drive cost efficiency projects.
• Handle a team of RTA, planners, schedulers, and revenue tracking analysts/supervisors.
  
  

Candidate Profile

• Bachelor's degree in related field from a four-year college or university with more than seven years of relevant experience with at least two years of Progressive Mgmt. Experience preferred.
• Experience with forecasting, capacity planning and scheduling software tools.
• Excellent communication skills, both written and verbal.
• Ability to effectively present information to internal and external associates.
• Advanced Microsoft Office skills.
• Demonstrated ability to organize and prioritize projects in a fast-paced and deadline-oriented business environment.
• Demonstrated ability to mentor, coach and provide direction to a team of employees.
• Demonstrated ability to take initiative and ownership with focus on continuous improvement.
• Excellent attention to detail.
• Demonstrated ability to foster customer service disposition and sense of professionalism for self and team.
• Solid understanding of the organization's business operations and industry. Demonstrated business acumen.
• Demonstrated ability to comprehend, analyze, and interpret.
  
  

Career Framework Role

Manages professional employees and/or supervisors or supervises large, complex technical or business support or production operations team(s). Is accountable for the performance and results of a team within own discipline or function. Receives assignments in the form of objectives and determines how to use resources to meet schedules and goals. Adapts departmental plans and priorities to resolve operational challenges. Decisions guided by policies, procedures and business plan; receives guidance from senior manager and/or director. Provides technical guidance to employees, colleagues and/or customers. Has accountability for results in terms of costs, strategies and employees.

Disclaimer

The above statements intend to describe the general nature and level of work performed by people assigned to this job. They are not an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title.

Location:

PHL Quezon City - Giga Tower,10th,11th,18th,19th Flr

Language Requirements:

English (Required)

Time Type:

Full time

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R1590801