Workforce Manager

Job Overview:

Workforce Manager

Role & responsibilities

• Roster Management:

  Develop and manage a rotational roster, assigning shifts according to the client's requirements for each Line of Business (LOB) on a monthly basis.

• Workforce and Deliverables Management:

  Oversee deliverables to ensure monthly commitments are met by effectively managing the workforce and making real-time adjustments as needed for each LOB.

• Client Communication:

  Communicate with clients to address any challenges impacting SLAs based on their forecasting.

• Time and Leave Management:

  Track time and manage leave in real time to balance daily deliverable hours, making adjustments as necessary.

• Report Creation and Analysis:

• Daily, Weekly, and Monthly Reports:

  Generate reports on workforce performance, attendance, shift effectiveness, deliverables, and SLAs. Provide actionable insights and recommendations for improvements.

• Quarterly and Ad-Hoc Reports:

  Assess long-term trends and address urgent issues, offering strategic solutions and root cause analysis.

Requirements:

1. Immediate joiner preferred.

2. Minimum of

   2 years in workforce management

   , with at least

   1 year in a BPO environment

   . Experience in managing 24/7 shifts and rotational rosters will be a definite advantage.
3. Skilled in managing backfill, scheduling, and to optimize staffing levels.
4. Excellent verbal and written communication for effective collaboration with Clients.
5. Skilled in overseeing workforce management and making real-time adjustments to meet deliverable deadlines.
6. Experience in Workforce Management software and Advanced MS - Excel.