POSITION TITLE: Workforce Services Associate Director

WORK SETUP: Return to Office

Project Shift Schedule: Rotation

Project Rest Day: Rotation

Project/Team Location: Quezon Gateway Tower 2

OVERALL PURPOSE:

We are seeking a highly experienced and data-driven Workforce Management Lead to oversee and optimize workforce planning, scheduling, and performance across our 24/7 voice and non-voice operations. This role demands a strategic leader with a strong analytical background, capable of delivering insight.

Responsibilities

• Strategic Workforce Planning & Capacity Management:

o Develop and implement long-term and short-term workforce strategies to meet business objectives and client SLAs.

o Conduct comprehensive capacity planning and forecasting, considering historical data, seasonal trends, and future growth projections.

o Optimize resource allocation across voice and non-voice channels to ensure efficient service delivery.

o Identify and mitigate potential staffing risks and capacity constraints.

• Data-Driven Analytics & Business Reporting:

o Develop and maintain comprehensive workforce performance dashboards and reports, providing actionable insights to management.

o Analyze key performance indicators (KPIs) such as occupancy, adherence, service level, and attrition to identify trends and areas for improvement.

o Utilize data analytics to drive informed decision-making and optimize workforce utilization.

o Automate reporting processes and create real time dashboards.

o Provide detailed analysis on forecasting accuracy.

• Scheduling & Real-Time Management:

o Oversee the development and implementation of efficient scheduling strategies to meet fluctuating call volumes and workload demands.

o Manage real-time adherence and service level performance, making necessary adjustments to ensure optimal service delivery.

o Implement and maintain workforce management tools and technologies.

o Manage and improve the scheduling process.

• Team Leadership & Development:

o Lead, mentor, and develop a team of workforce management analysts and specialists.

o Conduct regular performance reviews, provide constructive feedback, and identify training needs.

o Foster a culture of continuous improvement and data-driven decision-making.

o Ensure proper succession planning.

• Process Improvement & Innovation:

o Identify and implement process improvements to enhance workforce efficiency and effectiveness.

o Stay abreast of industry best practices and emerging workforce management technologies.

o Explore and integrate Generative AI tools and techniques to optimize workforce planning and scheduling, where applicable.

o Utilize and implement six sigma methodologies to improve processes.

• Client & Stakeholder Communication:

o Communicate workforce performance insights and recommendations to clients and internal stakeholders.

o Collaborate with operations and other departments to ensure alignment on workforce strategies.

Skill & Qualifications:

• Open to both college graduates and undergraduates with solid experience in Workforce Management

• Must have at least 12 years of experience in Workforce Management

• Must have at least 10 years of experience in Leadership role (Director, AVP, President)

Please refer to job description.