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Peak Support · 3 weeks ago

Workforce Manager | PH

United States

Full-time

Remote

Mid, Senior Level

Peak Support is a company dedicated to providing exceptional service to clients and a positive work environment for team members. They are seeking a Workforce Manager to oversee scheduling, forecasting, and reporting functions, ensuring service level agreements are met while maintaining operational efficiency.

Business DevelopmentCustomer ServiceOperating Systems

Responsibilities

Develop, implement, and maintain effective workforce management strategies and processes that ensure optimal staffing levels and operational efficiency

Forecast workload and staffing needs and adjust staffing levels accordingly to meet client demand

Create and manage scheduling plans to ensure maximum utilization of resources, while maintaining high-quality service levels

Monitor, analyze and report on key performance metrics to identify areas for improvement and make recommendations for process improvements

Provide coaching and training to staff on best practices for scheduling and forecasting

Manage employee performance, attendance, and adherence to schedule requirements

Ensure compliance with company policies, procedures, and regulatory requirements

Build strong relationships with clients, internal stakeholders and vendors, to ensure effective communication and alignment on service delivery expectations

Identify opportunities for continuous improvement and operational efficiencies, leveraging data analysis and process optimization techniques

Qualification

Workforce managementForecastingSchedulingAnalytical skillsCommunication skillsInterpersonal skillsAttention to detail

Required

Possess excellent communication and interpersonal skills, with the ability to collaborate with stakeholders across different levels and functions of Peak Support

Have strong analytical skills and attention to detail, with experience in forecasting, scheduling and reporting

Work alongside your Sr Director and Workforce, manager, leads and associates to make sure that we are meeting all internal and external goals

Eradicate any inaccuracies and inefficiencies that is harmful to Peak Support and its clients