Role signals
Customer support
About this role
Work Setup: Onsite (Cebu)
Function: Work Force Management (WFM)
Required Educational Attainment:
- Finished at least 2 years in college without any back subjects
Required Experience:
- Minimum 2 years of BPO Team Lead or Assistant Manager experience under the Workforce Management function.
Responsibilities
- Develops, updates, and optimizes the Capacity Plan to effectively meet staffing, seating, and logistical needs while balancing cost-efficiency and performance excellence.
- Creates and reviews schedules meticulously to align with business objectives, driving exceptional customer service experiences.
- Leads and mentors a motivated and autonomous team of WFMs, ensuring all service level agreements (SLAs) are consistently achieved across accounts.
- Enhances client satisfaction by proactively managing service levels, providing expert staffing, scheduling, and real-time adherence solutions.
- Safeguards the organization’s assets by rigorously adhering to the Quality Information Security Management System principles.
- Acts as the primary point of contact for all Workforce Management (WFM) related inquiries and concerns, ensuring smooth communication and resolution.