Job closed.
Job Description
We are looking for a skilled Senior Manager for Workforce Strategy & Planning to join our hyper-growth organization. In addition to managing a team of Analysts who are responsible for optimizing schedules and staffing operations to meet service level agreements, the Senior Manager for Workforce Strategy & Planning will partner with Senior Support Leadership to develop a strategies that ensure alignment with the teams' delivery goals.
Responsibilities
- Identify strategic areas of opportunity related to workforce management and staffing for our Support Teams, design solutions, and work with Support leaders and a team of analysts to carry out the solution.
- Oversee and mentor a team of skilled Analysts who are responsible for optimizing schedules and analyzing staffing operations to achieve identified SLA targets.
- Collaborate with cross-functional teams to identify process improvements and streamline WFM activities.
- Compile and distribute workforce management reports and provide ongoing recommendations for load balancing, staffing requirements, and other strategic opportunities that help Support teams remain as pace-setters.
- Refine workforce management (WFM) strategies, policies, and procedures to ensure optimal staffing levels, productivity, and performance.
- Manage to metrics and key performance indicators (KPIs) related to the effectiveness of WFM programs and provide regular reports on results and trends.
- Ensure compliance with labor laws, regulations, and company policies related to scheduling, timekeeping, and attendance.
- Develop and maintain relationships with internal stakeholders, including operations, regional leaders, and the people team to ensure alignment and support for WFM initiatives.
- Stay current with industry trends and best practices in workforce management and apply them to continuously improve WFM processes and systems.
Minimum Qualifications
- Willing to work US hours according to business needs
- Bachelor's degree in business, finance, statistics, or a related field required.
- Minimum of 5 years of progressive experience in workforce management, with at least 3 years in a supervisory or management role.
- Proven ability to design and implement successful WFM strategies and programs.
- In-depth knowledge of workforce management principles, methods, and tools, including forecasting, scheduling, capacity planning, and performance management.
- Strong analytical, problem-solving, and decision-making skills, with proficiency in data analysis and modeling.
- Excellent communication and interpersonal skills, with the ability to build strong relationships with stakeholders at all levels.
- Demonstrated leadership qualities, including coaching, mentoring, and team-building.
- Proficiency in WFM and Support software and tools, such as Playvox, Zendesk, and Workday.
- Ability to work in a fast-paced and dynamic environment with changing priorities and deadlines.
Perks and Benefits
- Paid Vacation Leave
- Paid Sick Leave
- Work from Home
- Medical / Health Insurance
Jobs Summary
- Job Level
- Mid-Senior Level / Manager
- Job Category
- Human Resources
- Educational Requirement
- Bachelor's degree graduate
- Recruiter response to application
- Always
- Office Address
- Taguig, Metro Manila, Philippines
- Vacancy
- 1 opening
About Mundo
Mundo helps foreign companies to hire their next best talent in the Philippines!