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Workforce Director in Quezon City at Afni, Inc

Date Posted: 5/21/2018

Job Snapshot

  • Employee Type:
    Full-Time
  • Location:
    Commonwealth Ave. Diliman Commercial Complex
    Quezon City
  • Job Type:
    Management
  • Experience:
    Not Specified
  • Date Posted:
    5/21/2018

Job Description

Position Purpose:

Responsible for leadership and ownership of the Workforce Management (WFM) Planning and Governance department. His or her team has direct ownership over WFM Planning processes and governance; the creation, maintenance, automation, rollups and integrity of common staffing model; cross-functional alignment of initiative planning assumptions across Customer Operations. This position will be responsible for reporting on functional organizations variances to approved plans and implementing plans to course correct or adjust plans accordingly.

Requirements Essential Functions and Responsibilities:
  • Provides leadership, guidance and strategic direction to the Manager of WFM Planning Governance
  • Drives consistency and governance to optimize resources and achieve results in order to improve the overall customer experience
  • Defines and implements governance over staffing model and forecast processes (ie. Staffing Model, Forecast Process, Timelines, Locks, etc)
  • Provides monthly review and approval of the staffing model forecasts across all of Customer Operations
  • Reviews and approves the quarterly staffing forecast across all lines of business prior to executive presentation
  • Works cross-functionally to track and plan for major organization-wide initiatives
  • Facilitates approval of the monthly/quarterly forecasts with VP of Shared Services
  • Provides leadership and guidance to the Analyst of WFM Automation, who's responsibilities include oversight and automation of the common staffing model, cross-functional and organization wide roll ups of staffing forecasts for executive level review, and manages the controls within the models to avoid breakage
  • Collaborates with Operational Senior Leadership to ensure that forecasts and lock timeframes are in alignment with company strategy, necessary business rules and operational conditions
  • Initiate and lead projects/project teams to implement improvement initiatives designed to maximize resources across the centers and like functions
  • Investigate and identify opportunities to streamline Planning processes and eliminate redundancy across the organization
  • Implement consistent WFM Planning processes and best practices across Customer Operations
  • Benchmark other call centers to ensure current technology utilization and the best methodology for forecasting staffing needs
  • Interface with clients on planning and implementing call center strategies and over-all operations.

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