Workforce Services Manager

POSITION TITLE: Workforce Services Manager
WORK SETUP: Return to Office

OVERALL PURPOSE:
The Workforce Manager is responsible for managing the WFM and AP/QA functional teams.

RESPONSIBILITIES:
• Overall management of the WFM AP and QA cost structure and budget
• To support the Command Center leads for sales and RFP responses & responsible for supporting the sales process by assisting with development of sales material, quotes, demos and tours
• Responsible for looking for opportunities to expand the WFM AP and QA service offering into additional contracts
• Responsible for delivery on all contracts / SLAs
• Focus on driving down cost to serve and looking for opportunities to expand the shared services model
• Drive industrialization of BST across all contracts
• Increase automation, standardization and offshoring strategy for WFM AP and QA
• Provide direction to WFM team on cost to serve initiatives
• Responsible for driving operational maturity across all WFM AP and QA groups
• Responsible for any cross-geography status or functional reporting for WFM AP and QA
• Drives innovation between all WFM AP and QA groups
• Accountable for keeping the Standard Delivery Solution updated
• Responsible for the development of resources under his/her span

OTHERS:
Project Shift Schedule: Rotation
Project Rest Day: Rotation
Project/Team Location: Quezon Cyberpark Tower 1

SKILL AND QUALIFICATIONS:

• Bachelor’s degree
• Must have 8-12 years of experience in Workforce Management
• Must have at least 5 years of leadership experience
• Expertise on forecasting and scheduling