Majorel | WFM - Workforce and Reporting Manager

Alabang, Muntinlupa, Metro Manila, Philippines ● Majorel Philippines Corp., 4th & 5th Floor, SM City Clark IT Center, Angeles City, Pampanga, Philippines Req #4332

Monday, July 24, 2023

We design, build and deliver end-to-end CX for many of the world’s most respected digital-born and vertical leading brands. Our comprehensive east-to-west global footprint in 31 countries across five continents, with 60,000+ people and 60 languages, means we can deliver flexible solutions that harness our unique expertise in cultural nuance – essential for true excellence in CX. We have deep domain expertise in tech-augmented front-to-back-office CX. Plus Digital Consumer Engagement, CX Consulting, and an innovative suite of Proprietary Digital Solutions for industry verticals. We are a Global Leader in Content Services, Trust & Safety. The real ‘Majorel difference’ lies in our culture of entrepreneurship. We are relentless, resourceful, resilient and agile – all pulling together as One Team. It’s the only way to deliver the total reliability and digital transformation necessary in our constantly changing world.

Position Summary:

The Workforce Manager is responsible for overall management, development and direction of the workforce teams. Ensures client/customer goals are met by analyzing work volume variances to forecast and provide direction to adjust scheduling/staffing/forecast/budget levels accordingly. Deliver service levels and directs WFM team for real-time forecasting to meet service levels. Provides advice to management on the most efficient and cost-effective strategies to deliver on service level agreements.

Overall Responsibilities:

• Manages a team of 25 – 40 Workforce professionals’ multiple sites/multiple accounts.

• Ability to drive the vision, direction, and culture of the team by managing individual and team performance expectations and goals, monitoring real-time service levels and KPIs, and holding the team accountable for meeting and exceeding site/skill delivery targets.

• Manage the career growth and development of the team by driving focus on Majorel Leadership Principles. Play a critical role in building management depth by providing guidance and mentorship to all levels of leadership within the organizational unit.

• Responsible for Training employees; planning, assigning, and directing work; rewarding and disciplining employees; resolving conflicts; staffing; and development of employees, Standard Operating Procedures, high quality and productivity within the department.

• A Critical thinker and execution expert to support the high-level planning for organization. Highly motivated team player and team manager who take decisions for the organizations success and make sure that motivation is high during any change management.

• Carry out supervisory responsibilities in accordance with Majorel policies and procedures; additional responsibilities include interviewing, training and motivating employees; planning, assigning and directing work; rewarding and disciplining employees; and effective conflict resolution. Effectively partner and build productive working relationships with direct reports, peers, leadership, and other departments.

• Manage the career growth and development of the team by driving focus on Majorel Core Values.

• Play a critical role in building management depth by providing guidance and mentorship to all levels of leadership within their organizational units, as well as serving as an outstanding role model.

• Coordinate with the site recruitment team to create aggressive but realistic hiring plans for CSAs and determine optimal contract employee mix and contract durations.

• Create a long term infra, staffing and strategy plan for Operations and WFM based on on-site/off-site strategy and future outlook. Support Site operations planning for all accounts serviced out of the site virtually or physically.

• Host site capacity review meetings with Sr. Leadership and highlight roadblocks/changes in the plan along with the impact on operations/finance.

• Accountable for meeting site delivery and financial goals.

• People Management Lead and manage a team of Team Leaders, Cap Planner, Schedulers , RTA and Reporting experts for the overall direction and performance of the teams.

• WFM, Operations and Project Management Owner/co-owner for flexibility and efficiency-related initiatives/goals at the site and responsible for initiating best practice sharing at a global/regional level to Manage workflow, handle escalations, proactively engage resources to address issues and effectively delegate workload across the team and drive the creation of quality initiatives, process change initiatives, Lean/Kaizen activities, and other change/Six Sigma initiatives. Participate in business leadership (Sr. Managers and Directors) reviews, helping to develop and drive strategies and programs which improve the competitive position and profitability of the organization work to build and maintain customer/stakeholder trust solving complex customer support issues and proactively heading off negative service trends.

• Identifying and eliminating root cause barriers to accuracy, productivity, and quality understanding and correctly utilizing resources provided by internal systems, departments, policies, and procedures. Developing and achieving performance goals and objectives in order to achieve customer support expectations. Represent site in global Workflow summits and contribute to world-wide workflow projects. Own productivity-related updates for regular business reviews. Skills required Ability to stay focused and keeps up with our continuous and fast-paced growth Ability to motivate others to meet the daily challenges of an extremely deadline-driven environment

• Ability to demonstrate a strong commitment to employee development (including an emphasis on selection and retention), as well as an exceptional level of dedication, motivation, and intelligence Strong communication skills, as well as a strong technical and analytical aptitude, are required Must be comfortable in a fast-paced, multi-tasked, high-energy environment and will display creative and analytical problem solving with an unrelenting passion for excellent customer service Ability to drive quality, productivity, and process improvements and keep pace with our growth while motivating others to meet the challenges of an extremely customer-focused and metrics-driven environment Ability to be a cost owner and drive cost-effective measures in the department and across the organization Ability to manage and drive process-related automation with a technical team where needed Personal attributes and competencies Demonstrated intense customer focus Demonstrated highest level of integrity, intellectual honesty, and strong work ethic Proven ability to drive continuous improvement for the entire site Proven ability to successfully thrive in an ambiguous environment and changing market conditions Strong team player, behaves like an owner, and ultimately focused on delivering results with high standards Demonstrated ability in developing and implementing new strategies and procedures.

• Demonstrated ability in managing reporting and analysis Demonstrated ability to put team priorities into a larger business context and make difficult tradeoffs caused by new or changing business goals and/or resource reductions. Successful experience in Operations with demonstrated progressively increasing responsibility.

• Excellent knowledge of statistical concepts and their application to operations along with expertise in the use of technical/statistical tools to drive quality and process improvement is strongly preferred. Advanced knowledge of Excel, strong presentation skills, and the ability to motivate and inspire large groups of people are a must. Project Management experience. Understanding of Lean and Six Sigma and a keen interest in and familiarity with technical systems.

• Train and show how RTM, Scheduling, Planning, Reporting and forecasting should be done in an efficient manner. Should be a proven expert in Data analytics, Automation and Data scientist field to manage effectively.

• Create sophisticated presentation to visualize the business case through simple story and efficient data visualization.

• Should poses the data visualization, data consolidation and dashboarding skill set.

• Provide thought leadership by researching best practices, conducting experiments and staying abreast of latest trends in analytical techniques such as machine learning, deep learning and text analytics to drive continuous innovative.

• Oversee processes for extracting, analyzing and interpreting data to ensure that data integrity and accuracy prior to the development of analytical models.

Job Requirements:

• 8-12 years call center experience

• Minimum 5-7 years managing Workforce Operations in a call center environment

• College Diploma or Bachelor’s degree in Business, Finance, Management, Mathematics, Statistics, Computer Science or a related field.

• Must have strong technical, project management, implementation and process improvement skills.

• General business acumen, including reporting and analysis, presentation skills, and organizational abilities.

• Able to travel as needed.

• Knowledge of WFM tools like Aspect eWFM, Blue Pumpkin, Verint etc. preferred

• Knowledge of SQL, Database and Power BI or any another online reporting tools and database framework

• Working knowledge with proficiency in Scheduling and Capacity Planning and experience of leading a team of WFM resources

• Should have hands on experience of being able to generate Schedules for Process sizes ranging from 100-1000 FTEs and manage Scheduling for 300-500 FTEs

• High level proficiency in Excel based scheduling and capacity planning, RTA insights (using Erlang or other models)

Majorel Philippines Corp. is an Equal Opportunity Employer and believes that all persons are entitled to equal employment opportunity, and the Company does not discriminate against its qualified employees or applicants because of race, color, creed, religion, sex, gender, gender identity, sexual orientation, marital status, political affiliation, union membership, national origin, ancestry, citizenship status, veteran status, age, physical or mental disability, genetic information or any other status protected by applicable federal, state or local law. Equal employment opportunity will be extended to all persons in all aspects of the employer-employee relationship, including recruitment, hiring, upgrading, training, promotion, transfer, discipline, layoff, recall and termination.

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Job Family WFM
Pay Type Salary

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Majorel | WFM - Workforce and Reporting Manager

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Majorel | WFM - Workforce and Reporting Manager

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