The WFM is responsible for overseeing RTA, Planning, reporting and Management Information Systems (MIS) to support data-driven decision-making. This role involves analyzing workforce data, developing staffing strategies, and implementing effective workforce management practices to enhance productivity and efficiency.

1. Scheduling and Work Hour Management: Develop employee schedules based on business needs, forecasted data, and historical trends to ensure proper manpower allocation. Manage employee work hour records to ensure punctual attendance, and track leave and overtime.
2. Real-Time Monitoring and Adjustment: Monitor agents' statuses, intervening actively to move non-productive agents to productive roles as needed. Track staff CPD and daily backlog to ensure that the team's CPD, completion volume, and response rate meet standards. Respond promptly to field control and regulatory actions from headquarters, supporting the effective implementation of regulatory measures.
3. Performance Management and Reporting: Monitor employee performance data, analyzing individual and team efficiency and service levels. Generate and provide performance reports to help improve workflows and enhance productivity.
4. Cross-Departmental Collaboration: Collaborate with operations, customer service, sales, and other departments to understand business needs and optimize human resource allocation. Support special projects and respond to any unexpected needs from other business areas.

• Preferably a Bachelor's degree in Business Administration, Operations Management, or a related field.
• Minimum of 5 years of Workforce Management experience in BPO.
• Advanced skills in Microsoft Office, Business Suite, and Google Spreadsheets.
• At least 3 years of experience managing groups of Workforce Analysts and/or Leaders, providing end-to-end services to multiple campaigns or combined agent teams.
• Proven experience and knowledge in using workforce-related tools and applications.
• Excellent communication and interpersonal skills.

Employment Type: Full-time

Work Setup: 

• Willing to work in McKinley, Taguig (office-based), 
• Can Start ASAP
• Willing to work on shifting schedule

Job summary

WFM (Order Taking)