Job title: WFM Manager

Account: Healthcare

Type of Support: Voice 

Work set up: 100% Onsite in Cebu

Work shift: US Business Hours

Salary: Up to 68K

Start date: ASAP

Job Description:

Leading a team for performing data analysis and reporting statistical reports and key trends as support for business decisions. Daily, Month end and Quarter end Report generation, PPTs, in-depth and accurate data analysis. Developed various dashboards and reports using Excel, VBA and Power BI.

Responsibilities:

• Monitor and manage headcount for processes assigned

• Validate production and non-production hiring and/or internal movements in coordination with the process heads

• Manage and monitor forecasts for volume, productivity and shrinkages

• Create Forecasts, preparing and validating the monthly invoice to be billed to the client

• Analysis of scheduling outputs and recommend changes whenever necessary

• Coordinate with internal and external stakeholders on items related to capacity planning and hiring

• Coordinate with cross-functional teams on matters related to resource planning and movements

• Supervise and train team members performing work tasks and responsibilities

• Have regular discussions with the clients both external and internal  

Qualifications: 

• Must be a College graduate

• At least 5-7 years of relevant experience in workforce management in a BPO setting

• With Advanced Excel experience (VLOOKUP, Pivot Table, etc.)

• Good working knowledge of computer i.e., MS-Office, Above average MS Excel knowledge is required.

• Excellent verbal & written communication & presentation skills

• Good Interpersonal & people management skills with a good problem-solving approach.

• Report and dashboards creation 

• Experience of stakeholder management and client interaction

• Exposure with real-time, scheduling, forecasting, capacity planning, etc.

• Expert knowledge of service procedures

• Good analytical skills for MIS, number crunching & reporting to internal & external customers

• WFM Tool Competency (IEX, eWFM , etc.)

• RTA/MIS Experience is advantageous

• Can work with minimal supervision and has initiative

• Open for local or Filipino applicants only

• Not a job hopper

• Must not be a present or former employee of Wipro

• Willing to work onsite

Relevant Job titles:

• reports analyst, data analyst, reporting analyst, capacity planner, scheduler and forecaster