Workforce Manager - Manila/Davao, Philippines (For Pooling)

Logistics, Sales & Operations

In short

Transcom seeks a Workforce Manager for its Manila/Davao, Philippines site. This role involves detailed analysis of historical data, forecasting future demands, and developing strategies to optimize workforce allocation and operational efficiency, particularly in a contact center environment.

Responsibilities

Conduct detailed analysis of historical and current data to identify trends, patterns, and opportunities for improvement.
Utilize forecasting techniques to predict future demand and align resources accordingly.
Collaborate with cross-functional teams to develop accurate and reliable capacity forecasts.
Utilize advanced statistical models, predictive analytics, and other relevant tools to generate reliable forecasts.
Determine optimal staffing levels and allocation of resources based on forecasted demand.
Collaborate with Operations, Human Resources, and other stakeholders to ensure the appropriate number of agents are available.
Monitor and track key performance indicators (KPIs) related to capacity planning, such as service level, occupancy, and utilization rates.
Identify deviations from targets and proactively implement corrective actions.
Continuously evaluate and enhance capacity planning processes and methodologies.
Implement best practices, automate repetitive tasks, and leverage technology solutions.
Gather inputs, share insights, and align capacity planning strategies with broader business objectives.
Clearly communicate capacity plans, forecasts, and resource requirements to stakeholders.
Generate regular and ad-hoc reports on capacity planning metrics, performance trends, and resource utilization.
Provide actionable insights and recommendations based on data analysis.

Requirements

Proven experience in capacity planning, preferably in a contact center or service-oriented environment.
Strong analytical and quantitative skills, with expertise in statistical modeling, forecasting techniques, and data analysis.
Proficient in using capacity planning tools, workforce management software, and advanced spreadsheet applications.
Excellent communication skills, with the ability to present complex data in a clear and concise manner.
Strong problem-solving abilities and attention to detail.
Demonstrated leadership skills, with the ability to motivate and develop a team.
Ability to work under pressure, manage competing priorities, and meet tight deadlines.
Knowledge of industry best practices in capacity planning and workforce management.

Benefits

Day 1 HMO
Meal & Transportation Allowance
Rice Subsidy
Clothing Allowance
24/7 Teleconsult
Free Psychologist Consultation
In-house & Online Pharmacy
Scholarship Program
Retirement Fund
Free Meal & Medicine (through Transcom’s Tap Card Rewards)
Loyalty Incentives
Accidental & Life Insurance
Free Shuttle Service

Skills

Capacity PlanningForecastingData AnalysisStatistical ModelingWorkforce Management Software

#Capacity Planning#Workforce Management#Forecasting#Operations Leadership#Philippines

About Transcom

Transcom provides digitally enhanced customer experience (CX) services to some of the world's most ambitious brands. More than 300 clients globally, including disruptive e-commerce players, category redefining fintechs, and technology legends rely on us for on-, off-, and nearshoring services. Transcom’s over 33,000 employees work in 90 contact centers and work-at-home networks across 28 countries, creating brilliant experiences in customer care, sales, content moderation, and backoffice services. We help our clients drive their brands forward, customer satisfaction up, and operating costs…

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