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Workforce Services Manager

Mandaluyong City Job No. r00154869 Full-time

Job Description

Job Description:

  • 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 off-shoring 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


Job Qualifications:

  • 12 years overall experience with at least 5 years in leadership capacity (BPO or non-BPO)             
  • Well rounded in all WFM aspects (RTA, Forecasting, Scheduling, Capacity Planning)           
  • For Forecasting, Scheduling, Capacity Planning - must be able to do it manually AND with a tool and create from scratch as well
  • Stakeholder Management, Financials, experience in handling multiple projects simultaneously

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