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Manager - WFM at EXL Talent Acquisition Team

City of Cebu, Cebu, Philippines -

Full Time

Start Date

Immediate

Expiry Date

20 Jul, 26

Salary

0.0

Posted On

21 Apr, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Workforce Management, Forecasting, Scheduling, Capacity Planning, Intraday Management, Data Analysis, Performance Management, Call Center Operations, Staff Productivity, Resource Allocation, Strategic Planning, Reporting, Communication, Problem Solving, Project Management, Leadership

Industry

Business Consulting and Services

Description

Essential Functions * Reviews and amends the long term and short term forecasts, schedules, and reports while ensuring accuracy and timelines of delivery * Ensures workforce management process and procedures are in place and followed * Conducts performance appraisals of direct reports periodically * Monitors daily, weekly, monthly and the annual center performance and alerts management of any discrepancies or issues around it * Supports analysis of trending to adjust future planning * Monitors daily performance of forecasts and schedules against actual metrics within the center and applies changes to future plans * Plans, directs, supervises, and evaluates forecasting and scheduling workflow. * Assists in the implementation of a Workforce Management System within the organization to enable effective management of shifts and work patterns * Performs routine audits of call center reports to ensure accuracy and integrity is maintained * Ensures confidentiality, integrity, and availability of information critical to fulfilling the organizations business functions * Able to analyze call center trends, including call volume, call patterns, staff productivity, attrition rates, and resource allocation * Proactively collaborates with other departments to identify opportunities for improvement and provides input on performance * Ensures regular coaching, feedback and recognition is being done with the direct reports

Responsibilities

Lead the workforce management team in forecasting, scheduling, capacity planning, and intraday management to ensure optimal staffing levels. Monitor center performance metrics, analyze call center trends, and collaborate with other departments to drive operational improvements.