Senior People Partner
Reliance Health
Senior Workforce Manager
Support Services Group
full-time
Posted on:
Location Type: Office
Location: Pasig City • 🇵🇭 Philippines
Visit company websiteJob Level
Senior
About the role
- Lead development of long-term and short-term staffing strategies based on forecasted call volumes, operational trends, and business requirements
- Develop accurate forecasts for call volumes, service levels, and operational activities
- Ensure right staffing levels to meet performance targets across multiple business units
- Oversee real-time scheduling and adjustments to ensure service delivery and manage volume spikes
- Utilize data and insights to adjust resource allocation dynamically
- Drive continuous improvement initiatives to optimize workforce performance and reduce costs
- Provide high-level reporting to executive leadership on revenue attainment, service levels, and KPIs
- Analyze performance data and provide actionable insights for decision-making
- Lead, mentor, and develop a team of Workforce Analysts and Managers
- Act as liaison between workforce management and Operations, HR, and IT
- Oversee implementation and optimization of workforce management software and telephony systems
- Ensure adherence to company policies, industry regulations, and quality/performance standards
Requirements
- Experience leading workforce management or workforce planning teams
- Proficiency with workforce management software and telephony systems
- Strong data analysis and forecasting skills
- Experience with real-time scheduling and intraday adjustments
- Experience providing executive-level reporting and KPI analysis
- Experience managing and mentoring Workforce Analysts and Managers
- Knowledge of workforce planning, staffing strategies, and cost optimization
ATS Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
data analysisforecastingreal-time schedulingKPI analysisstaffing strategiescost optimizationworkforce managementtelephony systems
Soft skills
leadershipmentoringcommunicationcollaborationanalytical thinking
