Workforce Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Create and maintain detailed workforce forecasts by utilizing historical data, analyzing business trends, and aligning with operational needs.

• Develop capacity plans that ensure adequate staffing levels to meet fluctuating business demands, including peak times, seasonal changes, and other relevant factors.

• Work closely with department leaders to understand operational requirements and adjust staffing accordingly, promoting an agile and responsive workforce.

• Ensure a smooth transition for new hires who have completed their training by strategically placing them with operation department managers.

• Supervise, review, and verify appropriate staffing distributions per pod/husk, ensuring optimal resource allocation.

• Utilize workforce management software or tools to enhance scheduling, maximizing efficiency while reducing instances of overstaffing or understaffing.

• Track and evaluate key performance indicators (KPIs) related to workforce management, offering data-driven suggestions for ongoing enhancement.

• Develop and adjust workforce management strategies to boost productivity, lower costs, and streamline operations.

• Conduct training sessions to instruct staff on effective workforce management practices and principles, fostering a culture of ongoing improvement and flexibility.

⛳️ Requirements

• At least 2 years of demonstrated experience in workforce management, capacity planning, or a related field.

• Experience in the BPO industry as a Workforce Manager is an advantage!

• Proficient in workforce management software/tools (e.g., workforce scheduling software, ERP systems).

• Strong analytical capabilities with the skill to analyze data and provide strategic recommendations.

• Excellent communication and interpersonal abilities to collaborate effectively across various departments.

• Detail-oriented with the capacity to multitask and prioritize in a fast-paced environment.

• Strong problem-solving skills with a proactive mindset in addressing workforce challenges.

• A dual monitor setup is required (minimum of 8GB of RAM).

• Must possess an internet speed of at least 25 MBPS.

🏝️ Benefits

• 40 hours per week, 8 hours per day.

• Competitive base salary.

• Permanent work-from-home arrangement.

• Unlimited FREE access to MAG School courses and SOP Library!

• Work schedule follows EST (Monday-Friday only).

• Opportunities for professional growth and career advancement.