Workforce Management Team Lead (Forecasting & Planning) - Davao
Awesome CX by Transcom is looking for talented individuals like you to join our awesome team! Be a
Workforce Management Team Lead for our Awesome CX by Transcom Davao site. This role will focus on forecasting, planning, staffing, scheduling, service levels, and reporting processes, policies, and tools across the entire account. Creates and communicates reports that are as real-time as possible.
Join our Awesome CX by Transcom Family as a Workforce Management Team Lead
Key Responsibilities
- Tactical Forecasting tasks (monthly forecasts & re-forecasting)
- Forecasting & Scheduling Playbook (Plan-of-the-Day) - sent daily
- Shrinkage Forecasts & Reporting
- Attend weekly and daily staffing review meetings with clients and Ops
- Provide regular updates to management on account performance and key metrics
- Approve discretionary activities to address occupancy and utilization
- Monitor real-time agent work state reports
- Prepare and maintain accurate records of client interactions, performance management, project milestones, and financial transactions
What We Are Looking For
To be successful in this role you must be...
- 3-5 years plus in Workforce Management or Data Analytical Role for a contact center
- Excellent Organizational and Multitasking Abilities
- Strong analytical abilities, and critical thinker
- Highly motivated, creative, and a self-starter able to excel with minimal supervision
- Familiar with Tymeshift or similar WFM tool Management is preferred
- Proficient in Google Sheets, Looker and MS Applications such as but not limited to (MS Word, PowerPoint and Excel) is preferred
