Sr WFM Manager

What We’re Looking for ⬇️

Requirements:

Education:

• Mandatory: Undergoing minimum 6th semester of education (university or technological studies).
• Desirable degrees: Engineering, Statistics, Economics, or other related fields.
• Desirable: Knowledge of programming languages.
• English is required for specific programs.
• Understanding of the WFM process.
• Provable skills in all stages of the Workforce process, such as intraday planning, forecasting, and performance.

Work Experience:

• Minimum 2 years of experience in the BPO industry: experience developing information and trend analyses, carrying out staff and headcount development, and several programs.

Technical Skills:

• Advanced Excel knowledge >= 80%
• Advanced statistical knowledge >=70%
• Fluent in English, Versant >=57
• Desirable Six Sigma Yellow Belt

Competences and Specific Skills:

• Leadership abilities.
• Management, planning, and organization skills.
• Problem-Solving skills.
• Strategical thinking.
• Innovation.

Responsibilities:

• Oversee action plans to improve the size and ensure efficiency.
• Have constant communication with all the departments of the company that have an impact on the operational performance of the campaign.
• Review and guide recruitment and training plans to cover future personnel requirements.
• Supervise Forecasting Coordinators to standardize and create transversal processes in all TPMAR programs.
• Supervise Staffing, Mission Control, and Payroll Point of Contact coordinators.
• Work with the training staff to develop and maintain Mr. Jr. and MC skills.
• Stay current with internal work processes, policies, and procedures.
• Participate in activities designed to improve customer satisfaction and business performance.
• Supervise generation of views and reports, and delivers constant updates to the Sr. Director.
• Maintain financial guidelines and goals at all times, report deviations, and “get-well” to the Sr. Director.
• Monitor costs against budgets, maintain relationships with Staffing and Forecasting, and create an aligned-to-ratio structure for both operations and WF Staff.
• Make key decisions for the managed area.
• Identify core competencies and define operational goals along with the Sr. Director.
• Perform other duties as assigned.