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TDCX

Workforce Manager

TDCX

With business certificates
Established in 2014 | 1001-5000 employees
10th Floor HM Tower Cebu IT Park, Apas, Cebu City, Cebu
Total vacancies for this job title : 1
Posted on : October 19, 2020
Job ID : 366923

Details

We are looking for a Workforce Manager to join our growing family.
 
Come home and start your #BeHappier journey with TDCX today!
 
Top reasons to work here:
  • Above-industry average salary
  • Group life insurance starting on Day 1
  • HMO benefits on Day 1 + one free dependent after 6 months
  • 15 Sick Leave credits with cash conversions
  • 15 Vacation Leave credits with carry over
  • Premium & Instagrammable workspaces
  • Free overflowing coffee and cookies
  • Learning courses to help you grow
  • Career development programs
  • Engagement activities like free food day, raffles, birthday treats, anniversary gifts, contests and much more!
What is your mission?
 
You are required to perform these job functions:
  • Supervises scheduling analysts, real time analysts, planners and/or resource management specialists through coaching, performance management and development
  • Responsible for developing staffing schedules, utilizing forecasts and other information that optimizes the fit between employee needs and program resource requirements
  • Creates forecast and schedules for the program and its different lines of businesses or scope of work
  • Proactively adjusts staffing to meet fluctuations in call volume and resources
  • Monitors the effectiveness and efficiency of the scheduling staff in aligning company-wide processes and procedures to achieve call center goals/metrics
  • Monitors real-time, daily, and monthly reports for adherence to scheduling and service level parameters
  • Recommends adjustments as necessary
  • Facilitates and develops the capacity-planning model
  • Supports forecasting and scheduling application maintenance and release management
  • Adjusts resources to accommodate unexpected changes in call volume or resource availability; determine appropriate staffing requirements; posts volunteer requests and/or mandate coverage for unexpected changes in call volume
  • Stays current on internal work processes, policies, and procedures
  • Resolves escalations related to workforce management
  • Partners closely with Operations to ensure disciplined workforce processes and management drive customer experience while maintaining staff engagement
  • Works closely with IT and/or Facilities to identify any technical issues; determine root cause and provide updates to Management and/or Clients
  • Oversees the creation and modification of specific designs within the call center environment, user requirements gathering, and end to end UAT (User Acceptance Testing) for telephony changes and impacts
  • Other responsibilities as assigned
Who are we looking for?
  • Candidate must possess at least a Bachelor’s/College Degree in any field
  • Preferably Assistant Manager / Managers specializing in Workforce Management, Business and Reporting Analytics or equivalent.
  • Minimum of 3- 5 years of experience in capacity planning, implementing, utilizing, and supporting workforce management systems
  • Strong operational knowledge of office equipment and computer software, including programs such as Word, Excel, PowerPoint and must have the ability to organize/analyze data in a structured manner.
  • Experience with WFM software (Verint /Blue Pumpkin, IEX, eWFM, etc.) that includes real-time adherence preferred
  • Exceptional verbal and written communication skills
  • Excellent interpersonal skills and can deal with stakeholders from different workstreams
  • Strong organizational, multitasking and time-management skills
  • Financial and business acumen to measure key service deliverables is a plus
  • Shift flexibility

How to Apply

To apply, simply complete this form: https://bit.ly/TDCX-Cebu-Support.
 
Make sure to always check your email and keep your lines open after submitting your online application. We look forward to interviewing you soon.

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