Workforce Management (WFM) Lead

apartmentBravissimo Resourcing Inc placeManila calendar_month3/18/26

Job Description

Qualifications:

Education: College Degree in any course (we value diverse perspectives and critical thinking).
Experience: * Minimum of 23 years of dedicated experience in Workforce Management.
Proven track record in Forecasting and Scheduling.
Hands-on experience managing multi-channel environments (Email, Chat, and Voice).
Leadership: Prior supervisory experience specifically handling RTAs or Workforce Analysts is required.

Key Responsibilities

Forecasting & Strategy: Develop long-term and short-term volume forecasts and staffing requirements for multi-channel lines of business (Voice, Chat, and Email).
Scheduling: Design and oversee the implementation of agent schedules that balance business needs with employee satisfaction.
Team Leadership: Supervise and mentor a team of Real-Time Analysts (RTA) and WFM Analysts, ensuring professional growth and operational excellence.
Real-Time Management: Oversight of intraday performance, ensuring the team reacts swiftly to unplanned spikes in volume or staffing shortages.
Reporting: Deliver insightful analytics to senior leadership regarding service level trends, shrinkage, and occupancy.

Possible Locations: QC, Taguig and Ortigas

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