DE033570-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