Workforce Senior Manager - Pasay

• Support the functionality of Genesys WFM software (forecasting, scheduling, and maintenance)
• Analyze contact center performance data and provide recommendations to balance performance and support effective decision making
• Forecast long term and short term contact volume and staffing
• Maintain data points that promote accurate forecasting and understand drivers that produce anomalies
• Provide schedule recommendations for new hire training classes and optimized off-phone activities
• Establish and maintain relationships with a broad base of stakeholders (i.e. Command Center, Leadership, Executives, etc.)
• Lead meetings with Operations Teams to align and review performance and planning
• Review requirements for new tools
• Work with other WFM team members to balance workload and ensure deliverables are met
• Lead, Supervise and mentor a Team of WFM Resources
• Ad-hoc WFM duties as assigned

This is a hybrid position. Expectation of days in office will be confirmed by your hiring manager.

Qualifications

• 6 or more years of work experience with a Bachelor’s Degree or 4 or more years

or up to 3 years of relevant experience with a PhD

• 5 or more years People Management experience and recently held a Senior/

• Excellent verbal and written communication skills are essential
• Experience with scheduling software (such as eWorkforce Management,

• Basic knowledge of Operational tactical and strategic techniques used to dive

• Recommended Knowledge/experience with Genesys software, Fair Isaac’s

• The incumbent should possess strong analytical capabilities, knowledge of

• Must be able to work independently with minimal supervision to reach

• Candidate must demonstrate ability to set priorities
• Ability to work well in a team environment is essential to the analyst's success

• Ability to prioritize and balance workload across multiple sites
• Must demonstrate the ability to manage multiple service requests with strict

• Proficiency in Microsoft Office functions, specifically Excel