Workforce Services Associate Director
Quezon City, National Capital Region
Posted today
- Company:
- Risewave Consulting Inc.
- Company Description:
- As one of the world's leading human resource service organizations, Risewave, which is powered by Comrise, provides customized talent solutions that exceed our clients needs in various business scenarios. With our vast network of top talent, based all over the globe, we can lead your organization toward success. More about Risewave: 5,000,000+ highly qualified candidates 2,000+ leading & emerging global clients 38 years of experience in talent solution 18 years of successful local practice 16 subdivision areas Our Solutions: Executive Search Recruitment Process Outsourcing Flexible Staffing Cross Border Services Recruitment Sharing Platform
- Contract Type:
- Full Time
- Experience Required:
- More than 10 years
- Education Level:
- Bachelor’s Degree
- Number of vacancies:
- 1
Job Description
RESPONSIBILITIES:
• Strategic Workforce Planning & Capacity Management:
o Develop and implement long-term and short-term workforce strategies to meet business objectives and client SLAs.
o Conduct comprehensive capacity planning and forecasting, considering historical data, seasonal trends, and future growth projections.
o Optimize resource allocation across voice and non-voice channels to ensure efficient service delivery.
o Identify and mitigate potential staffing risks and capacity constraints.
• Data-Driven Analytics & Business Reporting:
o Develop and maintain comprehensive workforce performance dashboards and reports, providing actionable insights to management.
o Analyze key performance indicators (KPIs) such as occupancy, adherence, service level, and attrition to identify trends and areas for improvement.
o Utilize data analytics to drive informed decision-making and optimize workforce utilization.
o Automate reporting processes and create real time dashboards.
o Provide detailed analysis on forecasting accuracy.
• Scheduling & Real-Time Management:
o Oversee the development and implementation of efficient scheduling strategies to meet fluctuating call volumes and workload demands.
o Manage real-time adherence and service level performance, making necessary adjustments to ensure optimal service delivery.
o Implement and maintain workforce management tools and technologies.
o Manage and improve the scheduling process.
• Team Leadership & Development:
o Lead, mentor, and develop a team of workforce management analysts and specialists.
o Conduct regular performance reviews, provide constructive feedback, and identify training needs.
o Foster a culture of continuous improvement and data-driven decision-making.
o Ensure proper succession planning.
• Process Improvement & Innovation:
o Identify and implement process improvements to enhance workforce efficiency and effectiveness.
o Stay abreast of industry best practices and emerging workforce management technologies.
o Explore and integrate Generative AI tools and techniques to optimize workforce planning and scheduling, where applicable.
o Utilize and implement six sigma methodologies to improve processes.
• Client & Stakeholder Communication:
o Communicate workforce performance insights and recommendations to clients and internal stakeholders.
o Collaborate with operations and other departments to ensure alignment on workforce strategies.
SKILL AND QUALIFICATIONS:
• Open to both college graduates and undergraduates with solid experience in Workforce Management
• Must have at least 12 years of experience in Workforce Management
• Must have at least 10 years of experience in Leadership role (Director, AVP, President)
• BPO experience
Project Shift Schedule: Rotation
Location: Cubao, Quezon City
Work Setup: Onsite
