Workforce Management Lead

Industry Category	Healthcare	Position	Pharmacy
Recruitment Department		Number Of Recruits	several
Work Location	Bukidnon Quezon	Nature Of Work	Full Time
Gender Requirements	Male	Marriage Requirement	No marital status restrictions
Education Level	Open to all levels	Work Experience	No work experience restrictions
Age Requirement	Above 18 years old	Salary Package	Negotiable
Updated Date	2022-10-02	Valid Until	Long-term validity

Role Responsibilities: 

Forecasting, Scheduling and Real Time Analysis of productivity to ensure that goals are met or exceededUnderstand and plan all aspects of staffing and capacity management for all sites directly responsibleOrganize and create methods of communication, policies, and procedures that work in collaboration with Operations, Training and Quality, Information Technology, and Human Resources at all levelsProvide clear and concise reporting of team, skill, and center statistics such as service level, occupancy, interval adherence, and absenteeism at determined frequenciesManaging the day to day forecasting and scheduling for specified accountsEstablishes a statistical baseline forecast for all departmentsFormulate recommendations based upon analysis, data and input from users and departmental managementAppropriately forecast and account for growth due to seasonal variations and special eventsGathers data to understand the key drivers of volume (lead and marketing forecast, outbound call volume) and incorporate into forecasting and planningMake recommendations to implement improved processesResponsible for respective department's overall performance and for motivating team to exceed department goals and objectivesKnowledge, understanding, and compliance with TCAP policies and proceduresAccountable for all decisions, actions, and directives made to his/her teamResponsible for progressive discipline with regards to attendance, performance and all aspects of company policy up to and including terminationFollow up in a timely manner to ensure customer satisfactionProvide feedback to management concerning possible problems or areas of improvementPerform other duties as assigned by management 

Role Profile:

Graduate of any related 4 year course Has background in Inbound, Outbound, and Non-Voice Services (knowledge on all lines of businesses is a plus)Preferably with at least 2-3 years experience in Workforce ManagementMinimum of 5 years’ experience managing Workforce Operations in a Customer Care and/or BPO operation, with client and senior management interactionOne year prior experience working with workforce management technologies ideally TCS, IEX or Blue PumpkinOne year prior experience with Avaya or other ACD phone system requiredStrong analytical skills and ability to apply those real-timeExcellent problem solving and decision-making skillsExcellent oral and written communication skills at all levels of the organizationProficiency in Microsoft Office applications including Excel, PowerPoint and WordExceptional motivational, interpersonal and customer service skills; Demonstrated leadership skills.Ability to speak in front of medium to large sized groups of peopleSchedule FlexibilityTeam PlayerDependability regarding completion of assignments and attendance-

transcosmos Asia Philippines, Inc.transcosmos Asia Philippines, a subsidiary of transcosmos inc., Japan group of companies. A leading provider of Back-Office and Contact Center Support, E-commerce, Digital Marketing and Big Data Analytics. With over 2,500 clients worldwide, strategically focused on providing a one-stop business outsourcing services.A recognized global leader with over 48 years experience in outsourced services, which has earned us several awards including "Global Outsourcing 100 Leaders" awarded by IAOP 3 years running, ranked number 13 in the world for 2014, “Japan Contact Center Outsourcing Service Provider of the Year” from Frost & Sullivan and Ranked First Place Market Share Leader in Business Process Management in the Asia/Pacific and Japan Region Based Total Software Revenue for 2013 by Gartner.transcosmos launched operations in 1966. Since then we have combined superior “human resources” with up-to-date “technological” capabilities to enhance the competitive strength of our clients by providing them with superior and valuable services.transcosmos currently offers Cost Reduction Services (Contact Center, HR/Financial/Sales Back Office, Order Management/SCM, System Development/Management etc.) and Sales Expansion Services (Big Data Analysis, Internet Advertising, Website Construction/Management, Smartphone/SNS Utilization, Telemarketing etc.).transcosmos continues to pursue operational excellence by providing these services through our 133 locations in 18 countries with a focus in Asia.Furthermore, following the expansion of E-Commerce market on the global scale, transcosmos provides a comprehensive, one-stop global E-Commerce service to deliver our clients’ excellent products and services to consumers in 39 countries.transcosmos aims to be the “Global BPO Partner” of our clients to provide them with high quality BPO services on a global scale.Visit our website to know more: http://transcosmos.com/