Sr Workforce Manager

POSITION DESCRIPTION

Senior Workforce Manager – Global Account Program
Site(s):      Manila, Philippines, full time Onsite schedule; international travel may be required, and applicant should have valid government travel passport and be capable of traveling internationally.
Reporting to: Director of Workforce Management
We’re an award-winning business outsourcer providing offshore and onshore staffing solutions that are Safe, Flexible, and Innovative for our global clients.  
As Senior Workforce Manager you will be responsible for the overall management and direction of the Workforce Management Team supporting the global account operations in the Philippines.
As an Acquire BPO employee, your role is vital in achieving and exceeding individual and team targets that support company objectives, while building and maintaining customer relationships. You’re also responsible for complying with and enforcing procedures aligned with our information security policies.
As a values-led organization, we expect all our team members to exemplify our four values of Collaboration, Impact, Passion and Transparency. 
A SNAPSHOT OF YOUR ROLE
As Senior Workforce Manager, you are responsible for:

•    Managing and directing the daily activities of Workforce for the global account program including WFM teams working remotely or at multiple site locations, globally
•    Leading, planning, and managing functions concerned to call/contact center environment
•    Leading, coaching, mentoring, training, disciplining, and reviewing WFM managers, supervisors, and analysts
•    Acting as an information source and answer questions relative to contact center workforce management, contact center operations efficiency, and assigning tasks, following up and giving instructions as needed
•    Ensuring that the team members receive the appropriate support and training to apply the best skills and knowledge on the job
•    Ensuring that performance measurement, monitoring, and evaluations of all supervisors and analysts are managed successfully to improve efficiency
•    Compiling and maintaining lists of on-call and key schedules and personnel, and ensuring that the supervisors and analysts can use all lists as required
•    Creating, and updating critical workforce-related databases, reports, and systems, and organizing activities related to maintenance and repair of equipment
•    Preparing and directing the development and communication of all workforce schedules for all training and production teams in all account operating locations, globally
•    Developing and leading Operations Planning support functions for the account program, including management of client forecasts, capacity planning, staffing planning and schedules delivery and resource planning activities as required
•    Monitoring seat capacity and utilization of resources, and planning for surge and scaling up workforce 
•    Facilitating client-facing resource planning, capacity planning meetings supporting client services requirements 
•    Leading WFM Real Time Operations management of workforce teams including monitoring attendance of Agents and analysts, schedule compliance and adherence to schedule breaks and shifts as necessary and provide reporting
•    Communicating solutions, successes, and opportunities to members of the WFM team, Client Services and Operations Directors, the VP of Operations and client partner management
•    Practicing and ensuring compliance with all Acquire, country location and account organization’s policies and procedures
•    Performing other duties as assigned
A BIT ABOUT YOU
•    A college graduate, preferably of a technical course
•    At least three (3) years of Workforce Management experience in contact center operations 
•    At least two (2) years of management experience managing a dynamic team
•    Ability to lead, support, train and develop staff
•    Must be a critical thinker who can contribute to challenging assignments in a business-critical environment
•    Strong quantitative and analytical skills with the ability to apply these efficiently to plan and prioritize work
•    Good decision-making skills and maintain calmness under high pressure and tight timelines
•    Extensive familiarity with call center software applications including intermediate to advanced skills using MS Excel and WFM systems
•    Knowledge and experience with Avaya, Cisco, CMS, eWFM, Verint, IEX, NICE and Tableau, are a plus
•    Very good verbal and written communication and comprehension skills
•    Ability to maintain confidentiality and effectively interact with employees at all levels of the organization and work with a variety of people from diverse backgrounds
WHAT SUCCESS LOOKS LIKE
•    Highly motivated and high-performing workforce
•    Achievement of program KPIs
•    Excellent feedback from clients and customers
WHAT WE VALUE
We’re proud of our diverse global team, all working together and adhering to these common values:
•    Collaboration: Brilliant jerks can be brilliant elsewhere. 
•    Impact: Do, get it done, create impact.
•    Passion: Be positive, bring passion and energy.
•    Transparency: A transparent team can help each with other.
Acquire BPO is a business outsourcer with a vision is to connect organizations to skilled people globally. Our mission is to be the partner of choice for corporate growth, by enabling businesses to leverage the best global resources at the right price.

I have read and understood this Position Description and am happy to abide by it while employed by Acquire BPO.
 

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