Workforce Manager | Davao (Onsite)

The Global Workforce Strategic Partner is responsible for managing relationships with our client workforce partners, ensuring globally consistent WFM process, and meet and exceed SLAs through smart and effective planning, forecasting, scheduling and real time practices. Responsibilities:

• Responsible for being the client single point of contact, managing client interactions and strategic partnership for workforce management organization.
• Ensure the client needs are met on an ongoing basis with a high level of client satisfaction while adhering to current client workforce management contractual commitments.
• Responsible for identifying ongoing opportunities for their program across entire WFM cycle: (Planning, Forecasting, Scheduling, Real-time, Analytics)
• Ensure consistency on the workforce management delivery across all sites.
• Partner with clients and internal stakeholders to create custom workforce management solutions across the enterprise.
• Represent workforce management at all client Weekly, Monthly and Quarterly performance reviews and when possible site visits.
• Partner with operations to identify and address opportunities for meeting and exceeding SLAs, headcount commitments, shrinkage assumptions, efficiency metrics, etc.
• Create detailed project plans including targeted improvements in performance and timelines to improve actual performance vs assumptions and/or commitments.
• Partner with Operations and client services to track performance of each site as it pertains to the project plans to improve key metrics to keep IBEX meeting and exceeding headcount and SLA targets.
• Work with the recruitment and training teams to ensure timelines are met and projections are aligned as we funnel people into production.
• Contribute to the assessment, analysis, planning, and delivery of client workforce management initiatives.
• Responsible for conducting best practice initiatives through weekly staffing and performance calls for all sites.

EDUCATION/EXPERIENCE:

• Bachelor’s Degree in Mathematics or related field or equivalent experience, and
• 10+ years of Workforce Management experience
• 5+ years of Supervisory/ Management experience
• Multi-site and Multi-skill call center experience is a must and non-negotiable.
• Previous large (~2500 seat) call center experience
• Working knowledge of Blue Pumpkin, IEX, Aspect or other scheduling software
• Forecasting, Scheduling and Intraday management experience
• BPO experience in Workforce Management, Operations or Client Services, preferred.

QUALIFICATIONS/SKILLS:

• Ability to support the Mission and Core Values of IBEX Global Solutions.
• Familiar with a variety of the field's concepts, practices, and procedures.
• Must possess very strong analytical skills.
• Must possess an in-depth understanding of call center metrics and mathematics
• Ability to successfully interact with internal Operations and clients from VP level to associates
• Experienced and effective in conflict resolution and relationship management.
• Highly developed interpersonal, verbal and written communication skills, including outstanding presentation skills.
• Must be highly organized and detail-oriented with the ability to handle multiple priorities and complete tasks/projects to meet specified deadlines.
• Must possess a positive, solution-oriented and customer-focused attitude.
• Ability to interact with all levels of personnel in a diverse workforce.
• Strong technical aptitude and expertise (Excel, Word, PowerPoint, Learning Management Systems).

Special Skills Requirements

• Four year college degree preferred.
• Leadership and people management skills
• Strong written and verbal communication skills
• Demonstrated analytical and organizational skills

WORKING CONDITIONS: This role routinely uses standard office equipment such as computers, phones, photocopiers. While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand; walk; sit; use hands to point, handle or feel; and reach with hands and arms. Specific vision abilities required by this job include close vision, and ability to adjust focus. Employee is frequently required to sit for extended periods of time. While the schedule is generally Monday through Friday, candidates must be able to work between the hours of 5:00 am – 10:30 pm, five days a week. This position requires up to 50% travel. Your application will include the following questions: What's your expected monthly basic salary? How many years' experience do you have as a Workforce Manager? How many years of people management experience do you have? Have you worked in a call centre before? Delivering superior customer services for over 10 years, IBEX Global is a business process outsourcer offering an integrated suite of services that supports an expansive array of customer facing solutions. Headquartered in Washington, DC. IBEX Global delivers onshore, near shore and offshore solutions in 5 countries, across 18 call centers employing over 7000+ customer service professionals. The recipient of several client and community awards such as the Goodwill Industries Employer of the Year, IBEX Global is one of the most forward thinking companies in the BPO industry. Capitalizing on Our Core Strengths Our singular focus is providing reliable, consistent, predictable performance. Our outstanding employees manage worldwide customer relationships on behalf of our business partners and deliver these customer experiences with a combination of passion, world class training and leading-edge technology. We stand by core organizational values that have helped us deliver our value proposition to global companies for over 10 years. At IBEX Global our mission is to build the industry’s most dynamic team of customer service and marketing associates and deliver cost-effective, high-impact customer management strategies to the world’s leading organizations. We believe that we will successfully execute our mission by capitalizing on our core strengths and adhering to key organizational initiatives: INTEGRITY Our integrity ensures our credibility. Honor your commitments and take ownership of your actions. Our words and deeds are truthful and reliable. RESPECT Treat others the way we want to be treated and create a culture of mutual appreciation, regard and value. Act towards others with dignity and help one another succeed. TRANSPARENCY Clear, candid and open communication must drive all interactions. Transparency makes our actions understood, creates reliability and fosters collaboration. We maintain and encourage straightforward dialogue with our employees, clients and stakeholders. EXCELLENCE Strive for excellence in all that we do. Take great pride in your work as each employee’s contribution is vital towards delivering exceptional customer service to our clients. Provide this extraordinary experience and reward superior performance. Solutions for Global Business Needs Delivering superior customer services for over 10 years, IBEX Global is a business process outsourcer offering an integrated suite of services that supports an expansive array of customer facing solutions. Headquartered in Washington, DC. IBEX Global delivers onshore, near shore and offshore solutions in 5 countries, across 18 call centers employing over 7000+ customer service professionals. The recipient of several client and community awards such as the Goodwill Industries Employer of the Year, IBEX Global is one of the most forward thinking companies in the BPO industry. Capitalizing on Our Core Strengths Our singular focus is providing reliable, consistent, predictable performance. Our outstanding employees manage worldwide customer relationships on behalf of our business partners and deliver these customer experiences with a combination of passion, world class training and leading-edge technology. We stand by core organizational values that have helped us deliver our value proposition to global companies for over 10 years. At IBEX Global our mission is to build the industry’s most dynamic team of customer service and marketing associates and deliver cost-effective, high-impact customer management strategies to the world’s leading organizations. We believe that we will successfully execute our mission by capitalizing on our core strengths and adhering to key organizational initiatives: INTEGRITY Our integrity ensures our credibility. Honor your commitments and take ownership of your actions. Our words and deeds are truthful and reliable. RESPECT Treat others the way we want to be treated and create a culture of mutual appreciation, regard and value. Act towards others with dignity and help one another succeed. TRANSPARENCY Clear, candid and open communication must drive all interactions. Transparency makes our actions understood, creates reliability and fosters collaboration. We maintain and encourage straightforward dialogue with our employees, clients and stakeholders. EXCELLENCE Strive for excellence in all that we do. Take great pride in your work as each employee’s contribution is vital towards delivering exceptional customer service to our clients. Provide this extraordinary experience and reward superior performance. Don’t provide your bank or credit card details when applying for jobs. Researching careers? Find all the information and tips you need on career advice. #J-18808-Ljbffr