WFM Associate Manager

Responsible for overseeing the capacity planning process and reviewing staff plans across multiple sites or geographical regions. The role involves forecasting future staffing needs, developing capacity plans, and collaborating with stakeholders to meet service level goals while ensuring compliance with policies and procedures. Participates in long term planning and the creation of goals to ensure the highest-level possible customer satisfaction to the client and cost effectiveness within the organization.
Work environment: It should follow the Clean Room Policy set forth by the company. Individuals must agree to comply with all Company policies and procedures regarding the safekeeping of confidential information.
Physical demands: This requires working in a fast pace while ensuring accurate and timely execution.
Work demands: The work may sometimes demand overtime and work during holidays and weekends depending on the needs of the business. May require direct interaction with client.

WFM Associate Manager

Duties and Responsibilities:

• Administers the 52-week capacity, staffing, and resource plans to effectively manage the scaling of labor and resources.
• Communicates directive guidelines to WFM schedulers to make sure that schedules accurately cover demand forecasts, while considering known constraints, planned events or holidays, and business objectives.
• Coordinates with recruiting or operations leadership to determine the timing, quantity, and hiring strategy for new hire requisitions in collaboration with WFM Management and Operational Leaders.
• Effectively coach and mentor the team of officers, planners, schedulers and specialists within their span.
• Establish and update the forecast, long-term capacity planning (over 13 weeks), and production planning to achieve optimal utilization and occupancy for the project(s) and meet the KPI targets of the service level agreement.
• Experience in designing, creating, and updating reports, scorecards and ad hoc analysis to deliver workforce insights or KPIs.
• Implements and manages adherence to WFM standard processes.
• Maintains communication by holding regularly scheduled team meetings.
• Monitors the quality and quantity of work produced in forecasting or capacity planning.
• Oversees the collecting, reviewing, and correcting data for required metrics and inputs to develop short-, mid-, and long-term forecasts of processing time, waste, attrition, and other necessary metrics for business segments within a given program, serving as input for capacity and resource plans.
• Plan and apply logical thinking in capacity planning based on current and forecasted outlook to ensure that capacity is optimal to meet client demand and requirements.
• Present relevant data trends and analysis findings in clear, concise reports to key stakeholders, demonstrating their implications on the business, and provide planning information to operational and WFM real-time management.
• Responsible for handling capacity planning related complex, escalated, or urgent issues.
• Serve as a subject matter expert in identifying and interpreting trends and insights related to the overall operational effectiveness of the business, particularly in workforce planning.
• Strong proactive and result-oriented collaboration skills, working with WFM management or leadership to develop policies, procedures, and training programs tailored to meet the department's needs. Assist in daily operations, including planning tasks, delegating to team members, monitoring performance, and providing feedback.
• Support existing team members with their mandatory WFM training and process audits.

Qualifications: 

• Minimum average of 3-5 years of relevant working experience in a similar role, with a focus on forecasting and capacity planning at a large global call center is preferred.
• Minimum of 2 years of college education or a related degree is preferred.
• Effective operational proficiency in Business English, paired with advanced communication skills, is needed for conveying real-time updates and recommendations to a wide range of individuals, including the operations team.
• Highly self-motivated, multitask-oriented individual with the ability to self-manage tasks to completion within structured timelines.
• Ability to handle high-pressure situations and make quick decisions.
• Advanced computer skills, proficiency and knowledge of MS Office programs (Excel, PowerPoint, Word and Outlook) and WFM systems (e.g. Avaya CMS, NICE IEX, Cisco, Aspect eWFM, Verint)
• Advanced problem signalling and solving skills
• Demonstrates strong technical documentation skills by creating documented procedures or written guidelines for forecasting and capacity planning processes.
• Knowledge of and experience within general contact center processes along with a solid understanding of WFM fundamentals.
• Possess quantitative, qualitative, analytical, presentation, and communication skills that facilitate the communication of concise, actionable insights, trends, and data. Ability to filter large amounts of complex data and research findings to identify interdependencies and meaningful patterns and trends.
• Proven experience in designing, developing, and implementing strategic capacity planning management, with a strong focus and ability to execute in a diverse or matrixed organizational environment.

For Internal Job Posting: 

Should hold a regular employment status with a minimum of 1 year of experience within the WFM group. Should not have received disciplinary actions exceeding a First Written Warning in the last 6 months. Must meet all Key Performance Indicator (KPI) requirements for a minimum of 10 out of the last 12 months.

Competency Requirements:

With Moderate to Expert Competency Level in the following:

• Communication Skills (Spoken and Written)
• Process Improvement
• Performance Management
• Problem Solving
• Stakeholder Management
• Driving Initiatives
• Detail‐Oriented
• Follow‐up and Control
• Inclusiveness
• People Development

Our promise

• Continuous professional development
• Diverse and inclusive work culture
• Be empowered to make a difference
• We focus on people on a break
• Be recognised and rewarded

Sagility divests its Healthcare Services business

Recently, Sagility has entered into definitive agreements to divest its Healthcare Services business to funds affiliated with Baring Private Equity Asia (BPEA), one of the largest private alternative investment firms in Asia. The Healthcare Services business has steadily grown over the years and reached a stage where divesting would enhance even greater value for all Sagility stakeholders.

Iloilo, SM Strata TowerPhilippines