Workforce Manager
Newstel Worldwide
full-time
Posted on:
Location Type: Remote
Location: Philippines
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About the role
- As a Workforce Manager, you will be responsible for forecasting, capacity planning, service level management, and workforce optimisation.
- Perform forecasting activities to anticipate workload and staffing needs.
- Define staffing requirements based on forecasted demand.
- Adjust schedules and allocate resources effectively to maintain service level targets.
- Support internal RTAs in creating shift schedules for both internal and external teams, ensuring robust holiday and operational planning.
- Monitor and analyse real-time and historical service level performance across all communication channels (phone and email).
- Ensure compliance with established Service Level Agreements (SLAs) and take corrective actions when deviations occur.
- Provide feedback on forecasting accuracy and recommend adjustments based on real-time trends.
- Develop and maintain detailed reports on service levels, adherence, and related WFM KPIs.
- Provide actionable insights and recommendations to improve operational efficiency.
- Identify and implement strategies to improve WFM processes to increase relevant KPIs.
- Evaluate tools and systems for potential upgrades or new integrations to improve efficiency.
- Develop contingency plans for unexpected spikes in customer demand or operational disruptions.
- Design and implement strategic plans to address and resolve backlog challenges, ensuring efficient and timely progress toward a “green” status.
- Lead the team during critical or high-pressure situations.
- Mentor the RTA team, fostering professional growth and engagement.
- Set clear goals and expectations to ensure the team consistently meets performance objectives.
Requirements
- Proven 5 years of experience in Workforce Management, capacity planning, or service level management (lead or senior level preferred).
- Experience using WFM tools; NICE WFM knowledge is a strong advantage.
- Leadership experience with the ability to mentor and support RTAs.
- Ability to manage priorities and make sound decisions in fast-paced environments.
- Excellent English communication skills (German is a plus).
- Solid understanding of SLAs, forecasting accuracy, and workforce optimisation.
- Strong analytical and problem-solving skills with a data-driven mindset.
Benefits
- Use Your Own Device
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
workforce managementcapacity planningservice level managementforecastingresource allocationreportingKPI analysisoperational efficiencyprocess improvementcontingency planning
Soft skills
leadershipmentoringdecision makingprioritizationcommunicationanalytical skillsproblem-solvingteam managementgoal settingadaptability