Workforce Services Manager

---ONLY THOSE APPLICANTS WHO ALREADY HAVE THE RIGHT TO LIVE AND WORK IN THIS COUNTRY ARE ELIGIBLE TO APPLY FOR THIS ROLE--- POSITION TITLE: Workforce Services Manager WORK SETUP: Return to Office OVERALL PURPOSE: The Workforce Manager is responsible for managing the WFM and AP/QA functional teams. RESPONSIBILITIES: • Overall management of the WFM AP and QA cost structure and budget • To support the Command Center leads for sales and RFP responses & responsible for supporting the sales process by assisting with development of sales material, quotes, demos and tours • Responsible for looking for opportunities to expand the WFM AP and QA service offering into additional contracts • Responsible for delivery on all contracts / SLAs • Focus on driving down costs to serve and looking for opportunities to expand the shared services model • Drive industrialization of BST across all contracts • Increase automation, standardization and offshoring strategy for WFM AP and QA • Provide direction to WFM team on cost to serve initiatives • Responsible for driving operational maturity across all WFM AP and QA groups • Responsible for any cross-geography status or functional reporting for WFM AP and QA • Drives innovation between all WFM AP and QA groups • Accountable for keeping the Standard Delivery Solution updated • Responsible for the development of resources under his/her span OTHERS: Project Shift Schedule: Night Shift Project Rest Day: Weekends Off Project/Team Location: Taguig Uptown Bonifacio Tower 3

SKILL AND QUALIFICATIONS: • 8-12 years of relevant work experience in workforce management • 5 years of supervisory experience • Open to resources from any BPO industry

Taguig

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