46 Workforce Management jobs in the Philippines
Supervisor, Workforce Management
Conduent
Posted 26 days ago
Job Viewed
Job Description
Through our dedicated associates, Conduent delivers mission-critical services and solutions on behalf of Fortune 100 companies and over 500 governments - creating exceptional outcomes for our clients and the millions of people who count on them. You have an opportunity to personally thrive, make a difference and be part of a culture where individuality is noticed and valued every day.
**Job Track Description:**
+ Requires broad technical expertise and industry knowledge.
+ Accountable for functional, operational, and/or program management.
+ Assists others in achieving goals.
+ Manages performance appraisals and pay reviews.
+ Manages training for 3 or more employees.
+ Manages hiring and termination actions.
**General Profile**
+ Supervises daily tasks of complex business, technical support, or production teams.
+ Responsible for the success of the team.
+ Works within established precedents and practices.
+ Examines information to solve ongoing problems.
+ Ability to perform work unsupervised.
**Functional Knowledge**
+ Has a comprehensive understanding of a range of processes, procedures, systems and concepts in own field.
**Business Expertise**
+ Understands how to coordinate efforts across teams to achieve goals.
**Impact**
+ Impacts a team, by example, through the quality service and information provided.
**Leadership**
+ Provides day-to-day supervision to a team. (e.g., coaching on performance, coordinating activities, checking on quality, and work progress)
**Problem Solving**
+ Uses judgment to identify and resolve day-to-day technical and operational problems.
**Interpersonal Skills**
+ Uses tact to exchange ideas and information concisely and rationally.
**Responsibility Statements**
+ Manages and coaches a team of WFM employees on performance, quality, and output.
+ Coordinates with WFM Business Partners to ensure critical assignments and deliverables are met.
+ Directs teams on the use and application of WFM standards and tools to support operational business.
+ Establishes development goals and works with the WFM employees on a roadmap to achieve them.
+ Monitors the qualitative and quantitative work product produced by the team.
+ Ensures completion of mandatory WFM training and knowledge verification.
+ Implements and manages employee adherence to WFM standards and processes.
+ Performs other duties as assigned.
+ Complies with all policies and standards.
Conduent is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, gender expression, sex/gender, marital status, sexual orientation, physical or mental disability, medical condition, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by law.
People with disabilities who need a reasonable accommodation to apply for or compete for employment with Conduent may request such accommodation(s) by submitting their request through this form that must be downloaded: click here to access or download the form ( . Complete the form and then email it as an attachment to . You may also click here to access Conduent's ADAAA Accommodation Policy ( .
_At Conduent we value the health and safety of our associates, their families and our community. For US applicants while we DO NOT require vaccination for most of our jobs, we DO require that you provide us with your vaccination status, where legally permissible. Providing this information is a requirement of your employment at Conduent._
**Job Track Description:**
+ Requires broad technical expertise and industry knowledge.
+ Accountable for functional, operational, and/or program management.
+ Assists others in achieving goals.
+ Manages performance appraisals and pay reviews.
+ Manages training for 3 or more employees.
+ Manages hiring and termination actions.
**General Profile**
+ Supervises daily tasks of complex business, technical support, or production teams.
+ Responsible for the success of the team.
+ Works within established precedents and practices.
+ Examines information to solve ongoing problems.
+ Ability to perform work unsupervised.
**Functional Knowledge**
+ Has a comprehensive understanding of a range of processes, procedures, systems and concepts in own field.
**Business Expertise**
+ Understands how to coordinate efforts across teams to achieve goals.
**Impact**
+ Impacts a team, by example, through the quality service and information provided.
**Leadership**
+ Provides day-to-day supervision to a team. (e.g., coaching on performance, coordinating activities, checking on quality, and work progress)
**Problem Solving**
+ Uses judgment to identify and resolve day-to-day technical and operational problems.
**Interpersonal Skills**
+ Uses tact to exchange ideas and information concisely and rationally.
**Responsibility Statements**
+ Manages and coaches a team of WFM employees on performance, quality, and output.
+ Coordinates with WFM Business Partners to ensure critical assignments and deliverables are met.
+ Directs teams on the use and application of WFM standards and tools to support operational business.
+ Establishes development goals and works with the WFM employees on a roadmap to achieve them.
+ Monitors the qualitative and quantitative work product produced by the team.
+ Ensures completion of mandatory WFM training and knowledge verification.
+ Implements and manages employee adherence to WFM standards and processes.
+ Performs other duties as assigned.
+ Complies with all policies and standards.
Conduent is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, gender expression, sex/gender, marital status, sexual orientation, physical or mental disability, medical condition, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by law.
People with disabilities who need a reasonable accommodation to apply for or compete for employment with Conduent may request such accommodation(s) by submitting their request through this form that must be downloaded: click here to access or download the form ( . Complete the form and then email it as an attachment to . You may also click here to access Conduent's ADAAA Accommodation Policy ( .
_At Conduent we value the health and safety of our associates, their families and our community. For US applicants while we DO NOT require vaccination for most of our jobs, we DO require that you provide us with your vaccination status, where legally permissible. Providing this information is a requirement of your employment at Conduent._
This advertiser has chosen not to accept applicants from your region.
0
Workforce Management Scheduler
Pasay City, National Capital Region
Conduent
Posted 26 days ago
Job Viewed
Job Description
Through our dedicated associates, Conduent delivers mission-critical services and solutions on behalf of Fortune 100 companies and over 500 governments - creating exceptional outcomes for our clients and the millions of people who count on them. You have an opportunity to personally thrive, make a difference and be part of a culture where individuality is noticed and valued every day.
**Job Track Description:**
+ Performs tasks based on established procedures.
+ Uses data organizing and coordination skills to perform business support or technical work.
+ Requires vocational training, certifications, licensures, or equivalent experience.
**General Profile**
+ Has advanced, specialized expertise within a range of analytical or operational processes.
+ Completes assignments and facilitates the work of others.
+ May coordinate assignments beyond work area.
+ Proposes improvements to processes and methods.
+ Acts as a lead, coordinating the work of others, but is not a supervisor.
+ Works autonomously within established procedures.
**Functional Knowledge**
+ Has developed skills in a range of processes, procedures, and systems.
+ Acts as a technical expert in some areas.
**Business Expertise**
+ Understanding of how best teams integrate and work together to achieve company goals.
**Impact**
+ Impacts a team, by example, through the quality service and information provided.
+ Suggests enhancements to work procedures and practices to improve efficiency.
**Leadership**
+ Serves as a team lead.
+ May allocate work to team members.
+ Provides subject matter guidance to junior team members.
**Problem Solving**
+ Provides solutions to atypical problems with little or no precedent.
**Interpersonal Skills**
+ Exchanges information and ideas effectively.
+ Uses tact and diplomacy when working with others.
**Responsibility Statements**
+ Delivers the required calculation for all workflows based on transactions, productivity, and waste forecasts.
+ Reviews and processes requests from operations for scheduled activities, such as time off, non-productive activities, and exceptions into schedules, based on guidelines and planned capacity.
+ Creates employee schedules that minimize work hours and meet workload requirements, resource availability, and regulations.
+ Optimizes the use of resources to effectively meet project KPIs.
+ Publishes employee work schedules after sign-off of intraday management.
+ Performs other duties as assigned.
+ Complies with all policies and standards.
Conduent is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, gender expression, sex/gender, marital status, sexual orientation, physical or mental disability, medical condition, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by law.
People with disabilities who need a reasonable accommodation to apply for or compete for employment with Conduent may request such accommodation(s) by submitting their request through this form that must be downloaded: click here to access or download the form ( . Complete the form and then email it as an attachment to . You may also click here to access Conduent's ADAAA Accommodation Policy ( .
_At Conduent we value the health and safety of our associates, their families and our community. For US applicants while we DO NOT require vaccination for most of our jobs, we DO require that you provide us with your vaccination status, where legally permissible. Providing this information is a requirement of your employment at Conduent._
**Job Track Description:**
+ Performs tasks based on established procedures.
+ Uses data organizing and coordination skills to perform business support or technical work.
+ Requires vocational training, certifications, licensures, or equivalent experience.
**General Profile**
+ Has advanced, specialized expertise within a range of analytical or operational processes.
+ Completes assignments and facilitates the work of others.
+ May coordinate assignments beyond work area.
+ Proposes improvements to processes and methods.
+ Acts as a lead, coordinating the work of others, but is not a supervisor.
+ Works autonomously within established procedures.
**Functional Knowledge**
+ Has developed skills in a range of processes, procedures, and systems.
+ Acts as a technical expert in some areas.
**Business Expertise**
+ Understanding of how best teams integrate and work together to achieve company goals.
**Impact**
+ Impacts a team, by example, through the quality service and information provided.
+ Suggests enhancements to work procedures and practices to improve efficiency.
**Leadership**
+ Serves as a team lead.
+ May allocate work to team members.
+ Provides subject matter guidance to junior team members.
**Problem Solving**
+ Provides solutions to atypical problems with little or no precedent.
**Interpersonal Skills**
+ Exchanges information and ideas effectively.
+ Uses tact and diplomacy when working with others.
**Responsibility Statements**
+ Delivers the required calculation for all workflows based on transactions, productivity, and waste forecasts.
+ Reviews and processes requests from operations for scheduled activities, such as time off, non-productive activities, and exceptions into schedules, based on guidelines and planned capacity.
+ Creates employee schedules that minimize work hours and meet workload requirements, resource availability, and regulations.
+ Optimizes the use of resources to effectively meet project KPIs.
+ Publishes employee work schedules after sign-off of intraday management.
+ Performs other duties as assigned.
+ Complies with all policies and standards.
Conduent is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, gender expression, sex/gender, marital status, sexual orientation, physical or mental disability, medical condition, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by law.
People with disabilities who need a reasonable accommodation to apply for or compete for employment with Conduent may request such accommodation(s) by submitting their request through this form that must be downloaded: click here to access or download the form ( . Complete the form and then email it as an attachment to . You may also click here to access Conduent's ADAAA Accommodation Policy ( .
_At Conduent we value the health and safety of our associates, their families and our community. For US applicants while we DO NOT require vaccination for most of our jobs, we DO require that you provide us with your vaccination status, where legally permissible. Providing this information is a requirement of your employment at Conduent._
This advertiser has chosen not to accept applicants from your region.
1
Manager - Workforce Management
Taguig, National Capital Region
Everise
Posted today
Job Viewed
Job Description
Position Purpose:
The **Manager - Workforce Management** is responsible for the overall management and direction of the workforce team. Ensures client/customer goals are met by analyzing work volume variances to forecast and provide direction to adjust scheduling/staffing levels accordingly. Monitors service levels and directs real-time forecasting to meet service levels. Provides advice to management on the most efficient and cost-effective strategies to deliver on service-level agreements.
**Job Requirements**:
- Manages a team of Planning Analyst and Scheduling Analyst across all programs and potentially across multiple sites
- Work directly with the client and site operations team to build staffing strategies that take into account all possible variables that may affect staffing and call volume projections
- Monitor and analyze call patterns, intra
- and inter-day activity and make adjustments as needed in real-time to ensure optimal productivity and efficiency
- Create scheduling matrices that ensure achievement of service level, schedule adherence and other financially impacting goals, using projections and/or historical information
- Create proper contingency plans to ensure that staffing remains as constant as possible in the event of an emergency
- Prepare and disseminate timely and accurate reports to operations management and clients
- Proactively monitor associate calling behaviors, efficiency, and availability and report deficiencies to operations team in real-time
**Qualifications**:
- Bachelor’s degree in Business Management, Finance or a related field preferred
- High school diploma or equivalent; 2 years of college preferred
- Minimum of 5 years experience managing Workforce operations in a Customer Care and/or BPO operation, with the client and senior management interaction
- Two years experience working with call center reporting and metrics required
- One year prior experience working with workforce management technologies ideally Aspect
- One year of prior experience with Avaya or other ACD phone systems required
- Proficiency in Microsoft Office Applications, including Word & Excel and other relevant software
- Excellent problem-solving and decision-making skills
- Ability to operate effectively in a team environment
- Excellent oral and written communication skills and interpersonal skills
- Dependability regarding completion of assignment
**Job Types**: Full-time, Permanent
Pay: Php70,000.00 - Php80,000.00 per month
**Benefits**:
- Free parking
- Health insurance
- Life insurance
- Opportunities for promotion
Schedule:
- 8 hour shift
- Flexible shift
Supplemental pay types:
- 13th month salary
Ability to commute/relocate:
- Taguig City: Reliably commute or planning to relocate before starting work (required)
The **Manager - Workforce Management** is responsible for the overall management and direction of the workforce team. Ensures client/customer goals are met by analyzing work volume variances to forecast and provide direction to adjust scheduling/staffing levels accordingly. Monitors service levels and directs real-time forecasting to meet service levels. Provides advice to management on the most efficient and cost-effective strategies to deliver on service-level agreements.
**Job Requirements**:
- Manages a team of Planning Analyst and Scheduling Analyst across all programs and potentially across multiple sites
- Work directly with the client and site operations team to build staffing strategies that take into account all possible variables that may affect staffing and call volume projections
- Monitor and analyze call patterns, intra
- and inter-day activity and make adjustments as needed in real-time to ensure optimal productivity and efficiency
- Create scheduling matrices that ensure achievement of service level, schedule adherence and other financially impacting goals, using projections and/or historical information
- Create proper contingency plans to ensure that staffing remains as constant as possible in the event of an emergency
- Prepare and disseminate timely and accurate reports to operations management and clients
- Proactively monitor associate calling behaviors, efficiency, and availability and report deficiencies to operations team in real-time
**Qualifications**:
- Bachelor’s degree in Business Management, Finance or a related field preferred
- High school diploma or equivalent; 2 years of college preferred
- Minimum of 5 years experience managing Workforce operations in a Customer Care and/or BPO operation, with the client and senior management interaction
- Two years experience working with call center reporting and metrics required
- One year prior experience working with workforce management technologies ideally Aspect
- One year of prior experience with Avaya or other ACD phone systems required
- Proficiency in Microsoft Office Applications, including Word & Excel and other relevant software
- Excellent problem-solving and decision-making skills
- Ability to operate effectively in a team environment
- Excellent oral and written communication skills and interpersonal skills
- Dependability regarding completion of assignment
**Job Types**: Full-time, Permanent
Pay: Php70,000.00 - Php80,000.00 per month
**Benefits**:
- Free parking
- Health insurance
- Life insurance
- Opportunities for promotion
Schedule:
- 8 hour shift
- Flexible shift
Supplemental pay types:
- 13th month salary
Ability to commute/relocate:
- Taguig City: Reliably commute or planning to relocate before starting work (required)
This advertiser has chosen not to accept applicants from your region.
2
Director, Workforce Management
Cainta, Rizal
TTEC
Posted today
Job Viewed
Job Description
Director, Workforce Management
Works with Operations Executive Leadership (VP/SVP) to drive account profitability via excellent associate staffing decisions for multiple client program/projects.
Responsible for overall WFM delivery, support and execution across multiple programs/clients
Support and develop a team of WFM Leaders. Working to ensure that all members of the team are focused on the delivery of company financial goals, and clients operational expectations
Maintain a working knowledge of the entire call center operation as well as project operation. Maintain short term/long term staffing forecast guide. Interact and consult with Human Resources on matters of recruiting, training, hiring and attrition
Provides leadership for Global WFM team, and ensures adherence to company and department policies and procedures across multiple programs/clients
Assists in analyzing client metrics and staffing on a consistent basis in order to maximize and make recommendations for efficiency on a global level for all operations across multiple programs/clients
Support sales organization by participating in meetings with prospects to explain / define TeleTech's WFM platform as well as other applicable business systems utilized by the WFM groups
Consistent review of TeleTech processes, auditing individual WFM groups to ensure that all core processes and tools are being utilized to achieve optimum results for TeleTech and Client
Maintain awareness of emerging industry tools. Perform period review of current TeleTech tools against other tools available to ensure that TeleTech continues to use cutting edge technology
**Experience Required**:
- Minimum of 5 years knowledge or experience in contact center business
- 5 - 10 years direct MANAGEMENT experience with WFM
- Strong data analysis and reporting
- Action planning
**Required Qualifications**:
- Strong verbal and written communication skills
- Strong organizational skills
- Strong follow-through skills
- Ability to successfully interact with internal Operations and clients from VP level to associates
- Ability to drive profitability on per minute, per transaction bill type programs
- Strong WFM skills
- Forecasting
- Staffing
- Scheduling
- Real time
- Exceptions
- Ability to manage multiple, complex, on-going tasks and projects
- Ability to lead and partner successfully with staff and chain of command
- Math/statistics and computer proficiency
- Demonstrated leadership ability
- Ability to manage team sizes of 20+ persons
- eWFM/IEX software experience
- MS Office tools (Excel, Word, Powerpoint, Outlook)
**Preferred Qualifications**:
- Strong coaching skills
- Project planning/management
- Six Sigma Certification
**Primary Location**: : PH-Calabarzon-Cainta
** Job**: : Operations / Business Support
** Other Locations**: : PH-Central Luzon-Pampanga
JSGYM-TE
Works with Operations Executive Leadership (VP/SVP) to drive account profitability via excellent associate staffing decisions for multiple client program/projects.
Responsible for overall WFM delivery, support and execution across multiple programs/clients
Support and develop a team of WFM Leaders. Working to ensure that all members of the team are focused on the delivery of company financial goals, and clients operational expectations
Maintain a working knowledge of the entire call center operation as well as project operation. Maintain short term/long term staffing forecast guide. Interact and consult with Human Resources on matters of recruiting, training, hiring and attrition
Provides leadership for Global WFM team, and ensures adherence to company and department policies and procedures across multiple programs/clients
Assists in analyzing client metrics and staffing on a consistent basis in order to maximize and make recommendations for efficiency on a global level for all operations across multiple programs/clients
Support sales organization by participating in meetings with prospects to explain / define TeleTech's WFM platform as well as other applicable business systems utilized by the WFM groups
Consistent review of TeleTech processes, auditing individual WFM groups to ensure that all core processes and tools are being utilized to achieve optimum results for TeleTech and Client
Maintain awareness of emerging industry tools. Perform period review of current TeleTech tools against other tools available to ensure that TeleTech continues to use cutting edge technology
**Experience Required**:
- Minimum of 5 years knowledge or experience in contact center business
- 5 - 10 years direct MANAGEMENT experience with WFM
- Strong data analysis and reporting
- Action planning
**Required Qualifications**:
- Strong verbal and written communication skills
- Strong organizational skills
- Strong follow-through skills
- Ability to successfully interact with internal Operations and clients from VP level to associates
- Ability to drive profitability on per minute, per transaction bill type programs
- Strong WFM skills
- Forecasting
- Staffing
- Scheduling
- Real time
- Exceptions
- Ability to manage multiple, complex, on-going tasks and projects
- Ability to lead and partner successfully with staff and chain of command
- Math/statistics and computer proficiency
- Demonstrated leadership ability
- Ability to manage team sizes of 20+ persons
- eWFM/IEX software experience
- MS Office tools (Excel, Word, Powerpoint, Outlook)
**Preferred Qualifications**:
- Strong coaching skills
- Project planning/management
- Six Sigma Certification
**Primary Location**: : PH-Calabarzon-Cainta
** Job**: : Operations / Business Support
** Other Locations**: : PH-Central Luzon-Pampanga
JSGYM-TE
This advertiser has chosen not to accept applicants from your region.
3
Director, Workforce Management
Cainta, Rizal
TTEC
Posted today
Job Viewed
Job Description
Director, Workforce Management
Works with Operations Executive Leadership (VP/SVP) to drive account profitability via excellent associate staffing decisions for multiple client program/projects.
Responsible for overall WFM delivery, support and execution across multiple programs/clients
Support and develop a team of WFM Leaders. Working to ensure that all members of the team are focused on the delivery of company financial goals, and clients operational expectations
Maintain a working knowledge of the entire call center operation as well as project operation. Maintain short term/long term staffing forecast guide. Interact and consult with Human Resources on matters of recruiting, training, hiring and attrition
Provides leadership for Global WFM team, and ensures adherence to company and department policies and procedures across multiple programs/clients
Assists in analyzing client metrics and staffing on a consistent basis in order to maximize and make recommendations for efficiency on a global level for all operations across multiple programs/clients
Support sales organization by participating in meetings with prospects to explain / define TeleTech's WFM platform as well as other applicable business systems utilized by the WFM groups
Consistent review of TeleTech processes, auditing individual WFM groups to ensure that all core processes and tools are being utilized to achieve optimum results for TeleTech and Client
Maintain awareness of emerging industry tools. Perform period review of current TeleTech tools against other tools available to ensure that TeleTech continues to use cutting edge technology
**Experience Required**:
- Minimum of 5 years knowledge or experience in contact center business
- 5 - 10 years direct MANAGEMENT experience with WFM
- Strong data analysis and reporting
- Action planning
**Required Qualifications**:
- Strong verbal and written communication skills
- Strong organizational skills
- Strong follow-through skills
- Ability to successfully interact with internal Operations and clients from VP level to associates
- Ability to drive profitability on per minute, per transaction bill type programs
- Strong WFM skills
- Forecasting
- Staffing
- Scheduling
- Real time
- Exceptions
- Ability to manage multiple, complex, on-going tasks and projects
- Ability to lead and partner successfully with staff and chain of command
- Math/statistics and computer proficiency
- Demonstrated leadership ability
- Ability to manage team sizes of 20+ persons
- eWFM/IEX software experience
- MS Office tools (Excel, Word, Powerpoint, Outlook)
**Preferred Qualifications**:
- Strong coaching skills
- Project planning/management
- Six Sigma Certification
**Primary Location**: : PH-Calabarzon-Cainta
** Job**: : Operations / Business Support
** Other Locations**: : PH-Central Luzon-Pampanga
JSGYM-TE
Works with Operations Executive Leadership (VP/SVP) to drive account profitability via excellent associate staffing decisions for multiple client program/projects.
Responsible for overall WFM delivery, support and execution across multiple programs/clients
Support and develop a team of WFM Leaders. Working to ensure that all members of the team are focused on the delivery of company financial goals, and clients operational expectations
Maintain a working knowledge of the entire call center operation as well as project operation. Maintain short term/long term staffing forecast guide. Interact and consult with Human Resources on matters of recruiting, training, hiring and attrition
Provides leadership for Global WFM team, and ensures adherence to company and department policies and procedures across multiple programs/clients
Assists in analyzing client metrics and staffing on a consistent basis in order to maximize and make recommendations for efficiency on a global level for all operations across multiple programs/clients
Support sales organization by participating in meetings with prospects to explain / define TeleTech's WFM platform as well as other applicable business systems utilized by the WFM groups
Consistent review of TeleTech processes, auditing individual WFM groups to ensure that all core processes and tools are being utilized to achieve optimum results for TeleTech and Client
Maintain awareness of emerging industry tools. Perform period review of current TeleTech tools against other tools available to ensure that TeleTech continues to use cutting edge technology
**Experience Required**:
- Minimum of 5 years knowledge or experience in contact center business
- 5 - 10 years direct MANAGEMENT experience with WFM
- Strong data analysis and reporting
- Action planning
**Required Qualifications**:
- Strong verbal and written communication skills
- Strong organizational skills
- Strong follow-through skills
- Ability to successfully interact with internal Operations and clients from VP level to associates
- Ability to drive profitability on per minute, per transaction bill type programs
- Strong WFM skills
- Forecasting
- Staffing
- Scheduling
- Real time
- Exceptions
- Ability to manage multiple, complex, on-going tasks and projects
- Ability to lead and partner successfully with staff and chain of command
- Math/statistics and computer proficiency
- Demonstrated leadership ability
- Ability to manage team sizes of 20+ persons
- eWFM/IEX software experience
- MS Office tools (Excel, Word, Powerpoint, Outlook)
**Preferred Qualifications**:
- Strong coaching skills
- Project planning/management
- Six Sigma Certification
**Primary Location**: : PH-Calabarzon-Cainta
** Job**: : Operations / Business Support
** Other Locations**: : PH-Central Luzon-Pampanga
JSGYM-TE
This advertiser has chosen not to accept applicants from your region.
4
Director, Workforce Management
Cainta, Rizal
TTEC
Posted today
Job Viewed
Job Description
Director, Workforce Management
Works with Operations Executive Leadership (VP/SVP) to drive account profitability via excellent associate staffing decisions for multiple client program/projects.
Responsible for overall WFM delivery, support and execution across multiple programs/clients
Support and develop a team of WFM Leaders. Working to ensure that all members of the team are focused on the delivery of company financial goals, and clients operational expectations
Maintain a working knowledge of the entire call center operation as well as project operation. Maintain short term/long term staffing forecast guide. Interact and consult with Human Resources on matters of recruiting, training, hiring and attrition
Provides leadership for Global WFM team, and ensures adherence to company and department policies and procedures across multiple programs/clients
Assists in analyzing client metrics and staffing on a consistent basis in order to maximize and make recommendations for efficiency on a global level for all operations across multiple programs/clients
Support sales organization by participating in meetings with prospects to explain / define TeleTech's WFM platform as well as other applicable business systems utilized by the WFM groups
Consistent review of TeleTech processes, auditing individual WFM groups to ensure that all core processes and tools are being utilized to achieve optimum results for TeleTech and Client
Maintain awareness of emerging industry tools. Perform period review of current TeleTech tools against other tools available to ensure that TeleTech continues to use cutting edge technology
**Experience Required**:
- Minimum of 5 years knowledge or experience in contact center business
- 5 - 10 years direct MANAGEMENT experience with WFM
- Strong data analysis and reporting
- Action planning
**Required Qualifications**:
- Strong verbal and written communication skills
- Strong organizational skills
- Strong follow-through skills
- Ability to successfully interact with internal Operations and clients from VP level to associates
- Ability to drive profitability on per minute, per transaction bill type programs
- Strong WFM skills
- Forecasting
- Staffing
- Scheduling
- Real time
- Exceptions
- Ability to manage multiple, complex, on-going tasks and projects
- Ability to lead and partner successfully with staff and chain of command
- Math/statistics and computer proficiency
- Demonstrated leadership ability
- Ability to manage team sizes of 20+ persons
- eWFM/IEX software experience
- MS Office tools (Excel, Word, Powerpoint, Outlook)
**Preferred Qualifications**:
- Strong coaching skills
- Project planning/management
- Six Sigma Certification
**Primary Location**: : PH-Calabarzon-Cainta
** Job**: : Operations / Business Support
** Other Locations**: : PH-Central Luzon-Pampanga
JSGYM-TE
Works with Operations Executive Leadership (VP/SVP) to drive account profitability via excellent associate staffing decisions for multiple client program/projects.
Responsible for overall WFM delivery, support and execution across multiple programs/clients
Support and develop a team of WFM Leaders. Working to ensure that all members of the team are focused on the delivery of company financial goals, and clients operational expectations
Maintain a working knowledge of the entire call center operation as well as project operation. Maintain short term/long term staffing forecast guide. Interact and consult with Human Resources on matters of recruiting, training, hiring and attrition
Provides leadership for Global WFM team, and ensures adherence to company and department policies and procedures across multiple programs/clients
Assists in analyzing client metrics and staffing on a consistent basis in order to maximize and make recommendations for efficiency on a global level for all operations across multiple programs/clients
Support sales organization by participating in meetings with prospects to explain / define TeleTech's WFM platform as well as other applicable business systems utilized by the WFM groups
Consistent review of TeleTech processes, auditing individual WFM groups to ensure that all core processes and tools are being utilized to achieve optimum results for TeleTech and Client
Maintain awareness of emerging industry tools. Perform period review of current TeleTech tools against other tools available to ensure that TeleTech continues to use cutting edge technology
**Experience Required**:
- Minimum of 5 years knowledge or experience in contact center business
- 5 - 10 years direct MANAGEMENT experience with WFM
- Strong data analysis and reporting
- Action planning
**Required Qualifications**:
- Strong verbal and written communication skills
- Strong organizational skills
- Strong follow-through skills
- Ability to successfully interact with internal Operations and clients from VP level to associates
- Ability to drive profitability on per minute, per transaction bill type programs
- Strong WFM skills
- Forecasting
- Staffing
- Scheduling
- Real time
- Exceptions
- Ability to manage multiple, complex, on-going tasks and projects
- Ability to lead and partner successfully with staff and chain of command
- Math/statistics and computer proficiency
- Demonstrated leadership ability
- Ability to manage team sizes of 20+ persons
- eWFM/IEX software experience
- MS Office tools (Excel, Word, Powerpoint, Outlook)
**Preferred Qualifications**:
- Strong coaching skills
- Project planning/management
- Six Sigma Certification
**Primary Location**: : PH-Calabarzon-Cainta
** Job**: : Operations / Business Support
** Other Locations**: : PH-Central Luzon-Pampanga
JSGYM-TE
This advertiser has chosen not to accept applicants from your region.
5
Workforce Management Traffic Analyst
Pasay City, National Capital Region
Conduent
Posted 5 days ago
Job Viewed
Job Description
Through our dedicated associates, Conduent delivers mission-critical services and solutions on behalf of Fortune 100 companies and over 500 governments - creating exceptional outcomes for our clients and the millions of people who count on them. You have an opportunity to personally thrive, make a difference and be part of a culture where individuality is noticed and valued every day.
**Job Track Description:**
+ Performs tasks based on established procedures.
+ Uses data organizing and coordination skills to perform business support or technical work.
+ Requires vocational training, certifications, licensures, or equivalent experience.
**General Profile**
+ Has advanced, specialized expertise within a range of analytical or operational processes.
+ Completes assignments and facilitates the work of others.
+ May coordinate assignments beyond work area.
+ Proposes improvements to processes and methods.
+ Acts as a lead, coordinating the work of others, but is not a supervisor.
+ Works autonomously within established procedures.
**Functional Knowledge**
+ Has developed skills in a range of processes, procedures, and systems.
+ Acts as a technical expert in some areas.
**Business Expertise**
+ Understanding of how best teams integrate and work together to achieve company goals.
**Impact**
+ Impacts a team, by example, through the quality service and information provided.
+ Suggests enhancements to work procedures and practices to improve efficiency.
**Leadership**
+ Serves as a team lead.
+ May allocate work to team members.
+ Provides subject matter guidance to junior team members.
**Problem Solving**
+ Provides solutions to atypical problems with little or no precedent.
**Interpersonal Skills**
+ Communicates information and ideas effectively.
+ Uses tact and diplomacy when dealing with others.
**Responsibility Statements**
+ Facilitates quantitative project KPIs such as service level so that intraday and intraweek operational KPIs are met and optimized.
+ Ensures that published schedules appropriately meet organization and project-specific targets (KPIs) within a set policy.
+ Monitors intraday actuals against forecasted planning parameters and applies corrective actions to address negative deviations.
+ Re-forecasts planning parameters based on actuals.
+ Updates intraday schedules to best meet requirements for upcoming intervals.
+ Records events and incidents that influence forecasts and KPI realization for impact review and future planning.
+ Accepts and maintains published schedules by adjusting to accommodate changes to available resources or client requirements.
+ Manages operations across several health plan functions, including plan operations, member/provider services, claims, implementation and grievances/appeals.
+ Performs other duties as assigned.
+ Complies with all policies and standards.
Conduent is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, gender expression, sex/gender, marital status, sexual orientation, physical or mental disability, medical condition, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by law.
People with disabilities who need a reasonable accommodation to apply for or compete for employment with Conduent may request such accommodation(s) by submitting their request through this form that must be downloaded: click here to access or download the form ( . Complete the form and then email it as an attachment to . You may also click here to access Conduent's ADAAA Accommodation Policy ( .
_At Conduent we value the health and safety of our associates, their families and our community. For US applicants while we DO NOT require vaccination for most of our jobs, we DO require that you provide us with your vaccination status, where legally permissible. Providing this information is a requirement of your employment at Conduent._
**Job Track Description:**
+ Performs tasks based on established procedures.
+ Uses data organizing and coordination skills to perform business support or technical work.
+ Requires vocational training, certifications, licensures, or equivalent experience.
**General Profile**
+ Has advanced, specialized expertise within a range of analytical or operational processes.
+ Completes assignments and facilitates the work of others.
+ May coordinate assignments beyond work area.
+ Proposes improvements to processes and methods.
+ Acts as a lead, coordinating the work of others, but is not a supervisor.
+ Works autonomously within established procedures.
**Functional Knowledge**
+ Has developed skills in a range of processes, procedures, and systems.
+ Acts as a technical expert in some areas.
**Business Expertise**
+ Understanding of how best teams integrate and work together to achieve company goals.
**Impact**
+ Impacts a team, by example, through the quality service and information provided.
+ Suggests enhancements to work procedures and practices to improve efficiency.
**Leadership**
+ Serves as a team lead.
+ May allocate work to team members.
+ Provides subject matter guidance to junior team members.
**Problem Solving**
+ Provides solutions to atypical problems with little or no precedent.
**Interpersonal Skills**
+ Communicates information and ideas effectively.
+ Uses tact and diplomacy when dealing with others.
**Responsibility Statements**
+ Facilitates quantitative project KPIs such as service level so that intraday and intraweek operational KPIs are met and optimized.
+ Ensures that published schedules appropriately meet organization and project-specific targets (KPIs) within a set policy.
+ Monitors intraday actuals against forecasted planning parameters and applies corrective actions to address negative deviations.
+ Re-forecasts planning parameters based on actuals.
+ Updates intraday schedules to best meet requirements for upcoming intervals.
+ Records events and incidents that influence forecasts and KPI realization for impact review and future planning.
+ Accepts and maintains published schedules by adjusting to accommodate changes to available resources or client requirements.
+ Manages operations across several health plan functions, including plan operations, member/provider services, claims, implementation and grievances/appeals.
+ Performs other duties as assigned.
+ Complies with all policies and standards.
Conduent is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, gender expression, sex/gender, marital status, sexual orientation, physical or mental disability, medical condition, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by law.
People with disabilities who need a reasonable accommodation to apply for or compete for employment with Conduent may request such accommodation(s) by submitting their request through this form that must be downloaded: click here to access or download the form ( . Complete the form and then email it as an attachment to . You may also click here to access Conduent's ADAAA Accommodation Policy ( .
_At Conduent we value the health and safety of our associates, their families and our community. For US applicants while we DO NOT require vaccination for most of our jobs, we DO require that you provide us with your vaccination status, where legally permissible. Providing this information is a requirement of your employment at Conduent._
This advertiser has chosen not to accept applicants from your region.
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6
2025 Workforce Management GVPKP
Makati, National Capital Region
Concentrix
Posted 28 days ago
Job Viewed
Job Description
Job Title:
2025 Workforce Management GVPKP
Job Description
The Sr. Manager Workforce Management is responsible for managing a team to develop accurate and timely forecasts, capacity plans, schedules, pre-day schedule management, intraday management, and post-day performance analysis. This position is responsible for the execution of workforce strategy.
**Responsibilities**
+ Review completed forecasts, schedules, and plans developed by team members to ensure completion, accuracy, and adherence to standards
+ Partner with Business Development, 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 Concentrix financial performance are met
+ Partner with support functions to ensure that forecasting, planning, and scheduling tools/software are properly configured and maintained to support the Workforce Management team
+ Lead the development of forecasts, resource plans, and schedules for new programs
+ Associate'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 Management 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
**Qualifications**
+ 3+ years of experience in a similar role
+ Proficiency with Microsoft Office
+ Strong organizational and communication skills
+ Strong ability to multitask
+ Comfort working with multiple groups within business
#LI-DNI
Location:
PHL Makati City - Makati Rec Hub, GF-BPI Philam Life Building
Language Requirements:
Time Type:
**If you are a California resident, by submitting your information, you acknowledge that you have read and have access to the Job Applicant Privacy Notice for California Residents (
2025 Workforce Management GVPKP
Job Description
The Sr. Manager Workforce Management is responsible for managing a team to develop accurate and timely forecasts, capacity plans, schedules, pre-day schedule management, intraday management, and post-day performance analysis. This position is responsible for the execution of workforce strategy.
**Responsibilities**
+ Review completed forecasts, schedules, and plans developed by team members to ensure completion, accuracy, and adherence to standards
+ Partner with Business Development, 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 Concentrix financial performance are met
+ Partner with support functions to ensure that forecasting, planning, and scheduling tools/software are properly configured and maintained to support the Workforce Management team
+ Lead the development of forecasts, resource plans, and schedules for new programs
+ Associate'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 Management 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
**Qualifications**
+ 3+ years of experience in a similar role
+ Proficiency with Microsoft Office
+ Strong organizational and communication skills
+ Strong ability to multitask
+ Comfort working with multiple groups within business
#LI-DNI
Location:
PHL Makati City - Makati Rec Hub, GF-BPI Philam Life Building
Language Requirements:
Time Type:
**If you are a California resident, by submitting your information, you acknowledge that you have read and have access to the Job Applicant Privacy Notice for California Residents (
This advertiser has chosen not to accept applicants from your region.
7
2025 Workforce Management GVPTP
Makati, National Capital Region
Concentrix
Posted 28 days ago
Job Viewed
Job Description
Job Title:
2025 Workforce Management GVPTP
Job Description
The Sr. Manager Workforce Management is responsible for managing a team to develop accurate and timely forecasts, capacity plans, schedules, pre-day schedule management, intraday management, and post-day performance analysis. This position is responsible for the execution of workforce strategy.
**Responsibilities**
+ Review completed forecasts, schedules, and plans developed by team members to ensure completion, accuracy, and adherence to standards
+ Partner with Business Development, 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 Concentrix financial performance are met
+ Partner with support functions to ensure that forecasting, planning, and scheduling tools/software are properly configured and maintained to support the Workforce Management team
+ Lead the development of forecasts, resource plans, and schedules for new programs
+ Associate'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 Management 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
**Qualifications**
+ 3+ years of experience in a similar role
+ Proficiency with Microsoft Office
+ Strong organizational and communication skills
+ Strong ability to multitask
+ Comfort working with multiple groups within business
#LI-DNI
Location:
PHL Makati City - Makati Rec Hub, GF-BPI Philam Life Building
Language Requirements:
Time Type:
**If you are a California resident, by submitting your information, you acknowledge that you have read and have access to the Job Applicant Privacy Notice for California Residents (
2025 Workforce Management GVPTP
Job Description
The Sr. Manager Workforce Management is responsible for managing a team to develop accurate and timely forecasts, capacity plans, schedules, pre-day schedule management, intraday management, and post-day performance analysis. This position is responsible for the execution of workforce strategy.
**Responsibilities**
+ Review completed forecasts, schedules, and plans developed by team members to ensure completion, accuracy, and adherence to standards
+ Partner with Business Development, 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 Concentrix financial performance are met
+ Partner with support functions to ensure that forecasting, planning, and scheduling tools/software are properly configured and maintained to support the Workforce Management team
+ Lead the development of forecasts, resource plans, and schedules for new programs
+ Associate'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 Management 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
**Qualifications**
+ 3+ years of experience in a similar role
+ Proficiency with Microsoft Office
+ Strong organizational and communication skills
+ Strong ability to multitask
+ Comfort working with multiple groups within business
#LI-DNI
Location:
PHL Makati City - Makati Rec Hub, GF-BPI Philam Life Building
Language Requirements:
Time Type:
**If you are a California resident, by submitting your information, you acknowledge that you have read and have access to the Job Applicant Privacy Notice for California Residents (
This advertiser has chosen not to accept applicants from your region.
8
2025 Workforce Management VPEG
Pasig, Palawan
Concentrix
Posted 28 days ago
Job Viewed
Job Description
Job Title:
2025 Workforce Management VPEG
Job Description
Location:
PHL Quezon City - Tera Tower 1st Floor
Language Requirements:
Time Type:
**If you are a California resident, by submitting your information, you acknowledge that you have read and have access to the Job Applicant Privacy Notice for California Residents (
2025 Workforce Management VPEG
Job Description
Location:
PHL Quezon City - Tera Tower 1st Floor
Language Requirements:
Time Type:
**If you are a California resident, by submitting your information, you acknowledge that you have read and have access to the Job Applicant Privacy Notice for California Residents (
This advertiser has chosen not to accept applicants from your region.
9