WFM Manager | Night Shift | Hybrid | Pasay

About the job WFM Manager | Night Shift | Hybrid | Pasay

Job Description

• Responsible for Workforce Management & Service Delivery to Internal & External Customers
• Manages a WFM team for 3 to 5 clients, leading and mentoring the team to support Operations
• Directly manages WFM processes, Client KPIs, and financial performance in a multi-site, multi-platform environment
• Serves as a checkpoint and reviewer of WFM processes, practices, and output
• Takes ownership, engages with the Operations team, and drives improvements/resolutions by developing plans, processes, recommending solutions/strategies, and ensuring execution
• Ensures efficient levels of staffing and occupancy, optimizing resources to maximize service levels, seat utilization, and maintaining financial rigor
• Develops processes, scorecards, and performance plans for effective team management

Responsibilities

• Strong sense o...