Job description
Join Our Team as a Workforce Coordinator (Associate Manager-Level) in Cebu, Central Visayas!
We are searching for a talented and driven Workforce Coordinator to play a pivotal role in managing our workforce strategy and operations at an Associate Manager level. If you are passionate about optimizing workforce performance, ensuring smooth call centre operations, and leading teams, this is your opportunity to shine. As part of our rapidly growing organization, you will be instrumental in supporting our customer service excellence and helping drive business results. Make a real impact by championing efficient workforce management and supporting a dynamic team in Cebu—apply today!
Responsibility
- Oversee real-time workforce management, including monitoring call volumes, agent performance, and workflow optimization.
- Develop, forecast, and schedule workforce plans to ensure adequate staffing for peak periods and effective service levels.
- Monitor adherence and attendance, ensuring compliance with established schedules and company policies.
- Analyze workforce metrics and generate regular reports to provide actionable insights for operational improvement.
- Collaborate with management, HR, and operations teams to address staffing needs and resolve any workforce issues.
- Coach, mentor, and train workforce team members, driving high engagement and continuous development.
- Implement workforce management tools and best practices to improve efficiency and productivity within the call center.
- Support process improvement initiatives and contribute innovative solutions to optimize resource utilization.
Qualification
- Bachelor’s degree in Business Administration, Management, or a related field.
- At least 3 years of experience in workforce management within a call centre or customer service environment.
- Proven knowledge of workforce planning, scheduling, and real-time management tools.
- Strong analytical skills with the ability to interpret and leverage data for operational decisions.
- Excellent leadership, coaching, and team development abilities.
- Superior communication and interpersonal skills, with a collaborative mindset.
- Advanced proficiency with WFM software (e.g., NICE, Verint, Aspect) and MS Office Suite.
- Ability to thrive in a fast-paced, dynamic environment and drive process improvements.