Manager, Workforce Management
New
B
BoldrBusiness Process Outsourcing
Philippines, 24/7 environmentFull-TimeManager
Salary not disclosed
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Job Details
- Experience
- 4–6 years of Workforce Management experience
- Required Skills
- Microsoft Excel
Requirements
- Bachelor’s degree in Business, Statistics, Operations Management, or related field.
- 4–6 years of Workforce Management experience in BPO/contact center environment.
- At least 2 years in a supervisory or managerial role.
- Proficiency in WFM tools (Verint, NICE, Aspect, Genesys, or equivalent).
- Advanced MS Excel skills.
- Hands-on experience with scheduling platforms (Assembled is a plus).
- Proficiency with Metabase or similar BI/reporting tools.
- Demonstrated ability to use AI tools (e.g., ChatGPT, Claude, Copilot).
- Strong communication and data presentation skills.
- Familiarity with Erlang C modeling or similar forecasting methodologies.
Responsibilities
- Lead, coach, and develop a team of Workforce Analysts and Schedulers.
- Build and maintain data-driven staffing plans and headcount business cases.
- Develop scenario models for ramp, attrition, and seasonal demand.
- Leverage AI tools for forecast accuracy and workflow automation.
- Own scheduling operations across supported programs using Assembled.
- Oversee real-time monitoring of volumes, queues, and agent performance.
- Design and maintain WFM reporting standards and dashboards.
- Serve as WFM subject matter expert in client-facing discussions.
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