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Workforce Management

Overall Purpose:
The Workforce Associate Manager is responsible for driving corporate initiatives, delivery of metrics and
optimal performance of the group through continuous interaction with stakeholders with the intent of
achieving contractual objectives and corporate goals.
Responsibilities:
Intraday Operations
 Performs Workforce Management support functions for Operations
 Analyze the impact of volume, AHT and shrinkage on the budget staffing requirement
 Manage operational forecast variance to plan
 Report staffing needs and performance issues impacting service levels on a timely manner, and
recommend solutions to close gaps
Forecasting & Capacity Planning
 Analyze work volume patterns to determine trends
 Create volume forecast and handle time forecast for interval, daily and weekly
 Determine appropriate staffing levels needed to meet goals
 Able to use Workforce Management tools and create excel templates to support deployment of
new deals
Scheduling
 Responsible for managing an interval, daily and weekly staffing plan to ensure that the center is
appropriately staffed
 Administer shift bids across multiple sites and clients/lines of business
 Develop and adjust employee schedules and rotations to meet the work volume demand on
each day
 Able to use Workforce Management tools and create excel templates to support deployment of
new deals
Skills and Qualifications:
 Ability to work independently, multi-task and meet deadlines
 Analytical interpretation of data
 Proficiency in Microsoft Excel
 Must be able to work with all levels of the organization in capturing, managing and
communicating metrics
 Excellent written and verbal communication skills
 People Management experience of at least 4 years directly handling Supervisors, with at least 2
years Managerial experience in Workforce Management
 Bachelor’s Degree holder
Salary: TBD

Salary: ₱10000 - ₱30000
Address: MSE Building, Ayala Avenue 1200, Makati City, Philippines