Workforce Management

at  MCI Careers

LOCATION: Pampanga, PH JOB TYPE: Full-Time POSITION OVERVIEW:
Job Title: Workforce Management
Job Type: Full - Time
Location:Philippines
MCI is a leading Business Process Outsourcing (BPO) company that specializes in delivering tailored solutions to meet the diverse needs of our clients. With a commitment to excellence and a focus on innovation, we have established ourselves as a trusted partner in the industry.
We are seeking a Workforce Management candidate who will be responsible for optimizing the day-to-day operations of the workforce by scheduling, timekeeping, performance monitoring, and resource allocation to ensure efficient utilization of workforce resources. The ideal candidate will have strong analytical skills, proficiency in workforce management tools, and the ability to collaborate effectively across departments.
To be considered for this role, you must complete a full application on our company careers page, including all screening questions and a brief pre-employment test.
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PHYSICAL REQUIREMENTS:

This job operates in a professional office environment. While performing the duties of this job, the employee will be largely sedentary and will be required to sit/stand for long periods while using a computer and telephone headset. The employee will be regularly required to operate a computer and other office equipment, including a phone, copier, and printer. The employee may occasionally be required to move about the office to accomplish tasks; reach in any direction; raise or lower objects, move objects from place to place, hold onto objects, and move or exert force up to forty (40) pounds.

DISCLAIMER:

The purpose of the above job description is to provide potential candidates with a general overview of the role. It’s not an all-inclusive list of the duties, responsibilities, skills, and qualifications required for the job. You may be asked by your supervisors or managers to perform other duties. You will be evaluated in part based upon your performance of the tasks listed in this job description.
The employer has the right to revise this job description at any time. This job description is not a contract for employment, and either you or the employer may terminate employment at any time, for any reason.

KEY RESPONSIBILITIES:

• Determine optimal staffing levels based on demand forecasts, service level agreements (SLAs), and budgetary constraints.
• Collaborate with department managers to adjust staffing levels in response to changing business needs.
• Create and maintain employee schedules, ensuring appropriate coverage for all shifts and roles.
• Optimize shift patterns, break schedules, and rotation schedules to maximize productivity and minimize overtime costs.
• Monitor real-time adherence to schedules and service level targets.
• Identify and address staffing gaps, scheduling conflicts, and deviations from planned activities.
• Track and analyze key performance indicators (KPIs) related to workforce productivity, including service level attainment, average handle time, and schedule adherence.
• Utilize workforce management software and tools to automate scheduling and reporting processes.
• Ensure compliance with labor laws, regulations, and company policies related to workforce management practices.