Job Description
Are you a data-driven professional with a passion for operational excellence? We are seeking a highly motivated and experienced Workforce Coordinator (Associate Manager-Level) to join our dynamic team in Cebu. This is a pivotal role where you will bridge the gap between operational strategy and real-time execution in a high-volume call center environment.
As an Associate Manager-level professional, you will be responsible for overseeing the intricate balance of staffing levels against customer demand. You will leverage your expertise in forecasting and scheduling to ensure we meet our Service Level Agreements (SLAs) while maintaining cost-efficiency and employee satisfaction. Your insights will directly impact our business's ability to provide seamless customer service and achieve organizational goals.
The ideal candidate is someone who thrives in a fast-paced environment, possesses sharp analytical skills, and can communicate complex data to stakeholders at all levels. You will work closely with the leadership team to identify trends, mitigate risks, and implement innovative solutions for workforce optimization. If you are looking to take the next step in your career with a reputable organization in Central Visayas, we offer a competitive compensation package and a platform for professional growth.
Responsibilities
- Monitor real-time contact center volume and performance to ensure optimal service levels across all channels.
- Develop and maintain accurate workload forecasts and staffing requirements based on historical data and future projections.
- Lead the creation and implementation of agent schedules, ensuring coverage meets business needs and compliance standards.
- Analyze key performance indicators (KPIs) such as shrinkage, adherence, and occupancy to identify areas for improvement.
- Facilitate regular meetings with Operations Management to review performance metrics and provide actionable insights.
- Manage time-off requests, shift swaps, and overtime requirements to maintain balanced staffing levels.
- Identify and troubleshoot technical issues affecting workforce management tools and reporting systems.
- Provide mentorship and guidance to junior team members to foster a culture of high performance.
Qualifications
- Bachelor’s degree in Business Administration, Statistics, Mathematics, or a related field.
- Minimum of 3-5 years of experience in Workforce Management within a BPO or Call Center environment.
- Proven experience at a Senior or Associate Manager level in workforce optimization.
- Advanced proficiency in Microsoft Excel and experience with WFM software (e.g., IEX, Verint, Aspect, or Genesys).
- Strong analytical and problem-solving skills with the ability to interpret complex data sets.
- Excellent verbal and written communication skills in English for stakeholder management.
- Ability to work flexible hours, including night shifts, to support global operations.
- Demonstrated leadership ability and a proactive approach to operational challenges.