WFM Sr. Manager

Operation Support

WFM Sr. Manager

Duties and Responsibilities:

• Provide simulations, analyze data, and recommend strategies to optimize resource efficiency.
• Assist in root cause analysis of performance metrics and implement action plans for improvement, incorporating insights into future forecasts and plans.
• Manages headcount forecasting and capacity planning through weekly discussions and volume analysis.
• Oversees and review financial metrics related to operational functions, ensuring alignment with budgetary goals.
• Take charge on the resolution of performance-related issues, recommends enhancements to address root causes, and implements plans to prevent recurrence.
• Measures and incorporates schedule shrinkage, inflexibility, and other real-life factors affecting staffing against forecast requirements.
• Guides WFM teams in enabling the optimization of forecasts or staffing.
• Lead monitoring key performance metrics, including service levels, occupancy, and adherence, to identify trends, patterns and potential issues.
• Communicates performance updates and challenges to WFM leadership.
• Responsible for handling capacity planning related complex, escalated, or urgent issues.
• Collaborates with operational leaders across the organization to deliver timely, accurate reporting and insights, enabling effective business management.
• Ensures standardization and consistency of workforce processes, continuously improving and enhancing these processes and techniques.
• Builds and nurtures high-performing teams, fostering an environment conducive to exceptional performance and continuous development discussions throughout the year.
• Lead troubleshooting and problem-solving efforts, utilizing statistical analyses and forecasting techniques to extract critical insights and trends.
• Manage internal customer expectations and foster collaboration across multiple clients or people to ensure consistent and high-quality output globally.
• Oversees that innovation and improvement activities are implemented across WFM disciplines to establish consistent delivery.
• Set up and maintain strong relationships with operational and WFM leaders, while also promoting WFM within the organization.
• Support and facilitate the development, optimization, and maintenance of the structure, systems, tools, and procedures related to the area of responsibility.

Qualifications: 

• Minimum average of 6-10 years or more of relevant working experience in a similar role, with a focus on forecasting and capacity planning in a large global call center is a must.
• Minimum of 2 years of college education or a related degree is preferred.
• Possess quantitative, qualitative, and expert analytical skills to present concise, actionable insights, trends, and data. Ability to filter large amounts of complex information to identify meaningful patterns and trends.
• Expert knowledge of multi-user computer systems, proficiency in MS Office programs (Excel, Word, PowerPoint and Outlook) and WFM tools (e.g. Avaya CMS, NICE IEX, Cisco, Aspect eWFM, Verint).
• Effective operational proficiency in written and verbal Business English. Paired with expert communication skills, essential for delivering updates and recommendations to a wide range of individuals, including the operations team.
• Expert knowledge within general contact center processes and operations along with a solid understanding of WFM fundamentals.
• Demonstrates strong technical documentation skills by creating written procedures or guidelines for all forecasting and planning processes.
• Highly developed project management skills to ensure all tasks are completed and to adjust timelines as necessary to accommodate changes in priorities or deadlines.
• Proven track record in developing forecasting models, evaluating key business trends and assessing actual versus budget variances.
• Strong proactive and result-oriented collaboration skills, working with WFM staff or senior leadership to develop policies, procedures, and training programs tailored to meet the department's needs. Lead daily operations, including forecasting or planning tasks, delegating to team members, monitoring performance, and providing feedback.
• Ability to handle high-pressure situations and make prompt decisions with expert problem signalling and solving skills.
• A seasoned leader who exemplifies the role of a team player.

For Internal Job Posting: 

Must be a regular employee with a minimum of 2 years working experience within the WFM group. No disciplinary action higher that a First Written Warning within the past 6 months. Must meet each KPI requirement for at least 10 out of the last 12 months.

Competency Requirements:

With Moderate to Expert Competency Level in the following:

• Communication Skills (Spoken and Written)
• People Management/Team Orientation
• Process Improvement
• Performance Management
• Conflict Resolution
• Stakeholder Management
• Change Management
• Decision Making
• Financial Acumen
• People Development

Our promise

• Continuous professional development
• Diverse and inclusive work culture
• Be empowered to make a difference
• We focus on people on a break
• Be recognised and rewarded

Sagility divests its Healthcare Services business

Recently, Sagility has entered into definitive agreements to divest its Healthcare Services business to funds affiliated with Baring Private Equity Asia (BPEA), one of the largest private alternative investment firms in Asia. The Healthcare Services business has steadily grown over the years and reached a stage where divesting would enhance even greater value for all Sagility stakeholders.

Quezon City, Bridgetowne ZetaPhilippines