job description
Are you a strategic leader with a passion for optimizing workforce performance? RealPage Philippines is seeking a Senior Manager of Workforce Management to drive operational excellence in our Product Support team. In this pivotal role, you will lead workforce planning, forecasting, and scheduling to ensure seamless customer service delivery while maximizing efficiency and employee satisfaction.
Based in the vibrant regions of Bali, you will collaborate with cross-functional teams to align workforce strategies with business goals. This is a unique opportunity to shape the future of workforce management in a dynamic, global organization.
If you thrive in a fast-paced environment and have a proven track record in workforce optimization, we want to hear from you!
Responsibility
- Develop and implement workforce management strategies to optimize staffing levels and service delivery.
- Lead forecasting, scheduling, and real-time management to meet service level agreements (SLAs).
- Collaborate with HR and operations teams to align workforce planning with business objectives.
- Analyze performance metrics and implement data-driven improvements.
- Mentor and develop workforce management analysts and team leads.
- Ensure compliance with labor laws and company policies.
- Drive continuous improvement initiatives to enhance productivity and employee engagement.
- Present workforce insights and recommendations to senior leadership.
Qualifications
- Bachelor's degree in Business Administration, Human Resources, or related field.
- Minimum of 7 years of experience in workforce management, preferably in a call center or customer support environment.
- Strong analytical skills with proficiency in workforce management tools (e.g., Aspect, Verint, or similar).
- Excellent leadership and team management abilities.
- Proven track record of improving operational efficiency and customer satisfaction.
- Strong communication and stakeholder management skills.
- Ability to work in a fast-paced, dynamic environment.
- Knowledge of labor laws and workforce compliance in Indonesia is a plus.