Manager - Workforce (Capacity Planning)

Manager - Workforce (Capacity Planning)

Ben Edictio Search
Metro Manila / NCR
5-15 years
Not Specified

Job Description

Responsibilities and job duties

Responsible for ensuring integrity and consistency of set WFM Planning, Scheduling and
forecasting processes/procedures.
Responsible for managing teams Scheduling and Planning for Asia Pacific and United
Kingdom Regions serviced out of Asia with 2000 FTEs
Maintain confidentiality on information, objectives, and practices of Transcom and its clients
Responsible for providing Planning and Forecasting Support to Operation by balancing
staffing requirements with operational efficiencies and financial goals.
Provide shared services workforce management support to United Kingdom and Asia
Pacific regions via general administration and planning; Business planning and
coordination; Training and personnel management;

Technical Skills, qualification, Competency and experience

At least 5 years of Workforce experience in a vendor/BPO environment (Not captive/in-house).
Minimum 2 year experience as a WF Manager responsible for at least 10 LOBs and/or 1000
Hands on experience in Forecasting, Capacity Planning, Scheduling, Reporting and Real Time
Advanced to Expert experienced in using Workforce Management software and tools such as
but not limited to TCS/eWFM, IEX, Blue Pumpkin and Avaya CMS. Familiarity and expertise
with Cisco will be an advantage
Effective communication skills and hands-on management style is a must
Ability to collaborate and support Operations through direct and proactive communication.
Must demonstrate sound arithmetic, analytical and problem solving skills.
Ability to engage and provide sound and technical recommendation to Operations in the
daily/weekly meetings.
Ability to work independently with minimal supervision and support Operational requirements.

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