BPO Workforce Manager - Pasay

About the job BPO Workforce Manager - Pasay

Position: Workforce Manager (MOA Pasay) | Onsite
Work Setup: 100% Onsite

Work Location: MOA Pasay

Work Schedule: Monday to Friday, 5 AM - 4 PM (may vary based on business needs, especially for AU Program)

Responsibilities:

• Develop monthly, daily, and interval forecasts by analyzing historical data and considering factors like special events, seasonality, growth trends, weather, etc.
• Conduct short-term forecasting and revise future volume projections as needed to ensure optimal staffing levels at all times
• Create, maintain, and update the Capacity Plan to ensure staffing, seat requirements, and logistics are aligned, balancing cost-efficiency and performance
• Generate and review schedules to meet business demands while ensuring high-quality customer service
• Lead and supervi...