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Open nowPosted 7 hours ago

Workforce Manager

Full Potential Solutions54 open roles

Where
Davao City, Philippines
Work mode
On site
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Your applicationOpen nowWorkforce ManagerFull Potential Solutions · Davao City, Philippines

  1. YouYes, apply to this one.

  2. CV RocketCV written for this posting.

  3. 25 readersRecruiter, hiring manager, skeptic. Round after round.

  4. CV RocketApplied on Full Potential Solutions's own form.

The reply lands in your private mailbox

3×more interviews than doing it yourself with ChatGPT.

The clock on this job

Early applications get read.

13.9% of postings close within 7 days. Measured by our own scanner across the market. Full Potential Solutions postings stay open a median of 20 days.

Share of postings closed within
  1. 2.2%1 day
  2. 4.7%3 days
  3. 13.9%7 days
  4. 22.4%14 days
  5. 38.1%30 days
  6. 59.0%60 days
This job: posted 7 hours ago

Full Potential Solutions median: 20 days open

The posting

About Us

Full Potential Solutions (FPS) is a performance-based, analytically driven omnichannel solutions organization with operations in Waltham, MA, Chennai, India, Bogota, Colombia, and Manila, Philippines that puts culture and employees first. We are a rapidly growing global company, employing the best people, processes, and proprietary technology to deliver groundbreaking solutions for our clients and fulfilling careers for our employees.

We invest in our people and put culture first because we believe that happy, fulfilled teams deliver breakthrough results. FPS offers a competitive suite of benefits for our employees, including a lucrative compensation program, medical, dental, and vision benefits, and the opportunity for high-potential career growth with a fast-growing company.

Our Core Values:

  • Integrity - Do what’s right for everyone: clients, shareholders, partners & colleagues, TEAM is more important than self, and create an atmosphere of mutual respect
  • Excellence - Deliver exceptional client results, Reward and recognize performance, and Relentless pursuit of improvement
  • Accountability - Act like an owner, take pride in our work, Measure results (your own and our clients), Be passionate
  • Grace - Respect and appreciate differences, Care for one another, Humility, Make work personal

Our Mission: To create conditions within which people can thrive!

We are looking for a dynamic Workforce Manager who will oversee the operational and fiscal activities of the Workforce Management Team. This role will have the responsibility to ensure all team members are focused on the delivery of our company’s financial goals and the operational expectations of our client-partners.

Duties and Responsibilities:

  • Forecast and prepare for a call,email and chat volume and monitor seat occupancy, average handle time and other factors to measure campaign performance.
  • Identify and report on account profitability opportunities and recommend strategies to improve campaign processes
  • Analyze metrics and staffing on a consistent basis to maximize and make recommendations for efficiency on a global level across multiple client programs
  • Work alongside with operational team members to ensure that all client-partner and company goals and objectives are met
  • Develop solutions, strategies and action plans to improve business performance and client success
  • Manage at least 20 headcount

Qualifications:

  • 5-10 years of management experience within a contact center or Workforce department (required)
  • Must be knowledgeable with WFM tools (i.e. Avaya, Verint, etc) and WFM functions (i.e. Forecasting, Scheduling, Capacity Planning, etc)
  • Well versed in end to end WFM cycle. Manual and Tool-based WFO software
  • Experience in client relationship management
  • Strong analytical, problem-solving, technical, information-management and decision-making skills
  • Excellent verbal and written communication skills
  • Ability to work both independently and in a team setting within a fast-paced, entrepreneurial environment
  • Proven strong interpersonal and critical-thinking skills
  • Exceptional time management, organizational and prioritization skills to complete work in a timely manner
  • Can work on a night shift and in an onsite setup
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  1. A CV for this posting

    Written against Full Potential Solutions's own wording, from every piece of relevant proof in your profile.

  2. 25 readers review it

    Recruiter, hiring manager, skeptic and more read every draft, round after round. You get the best round.

    The review screen in CV Rocket: how each CV was read, round by round.

  3. We apply on Full Potential Solutions's form

    Our application engine gets through the hardest forms there are. Where a question needs you, AI suggests the best answer. Don't want us applying from our IP addresses? Use our Chrome extension: we apply straight from your own browser.

    An application in CV Rocket: every answer filled in on the employer's form.

  4. Every reply, sorted

    Full Potential Solutions's answer lands in your private mailbox, and we classify it on arrival: interview, question, rejection.

    The CV Rocket inbox: each employer reply classified as an interview, an action or a rejection.

  5. Reply with AI

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  6. The interview in your calendar

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    An interview invitation in the CV Rocket inbox, added to the candidate's calendar.
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