Senior Shared Services Lead (Workforce Management)
On-site · Manila, Metro Manila, Philippines
Job Summary
Lead and manage a team of Shared Services specialists while ensuring high-quality service delivery and operational discipline. Engage in workforce management by conducting capacity planning, forecasting, and delivering intraday reporting. Drive dialer operations and reporting optimization, ensuring compliance with established policies. Require extensive experience in contact center WFM operations, proficiency in SQL, and experience with dialer platforms. Strong leadership, project management, and strategic thinking capabilities are essential.
Required Qualifications
- Extensive experience in contact center WFM operations, including Customer Care and Recoveries
- Advanced proficiency in SQL and relational databases
- Experience using BI tools such as Looker, Data Studio, or Snowflake
- Strong experience with dialer administration and reporting
- Skilled in intraday reporting, staffing adherence, forecast management, and real-time monitoring
- Ability to deliver actionable insights for quick business decisions
- Excellent communication, data visualization, stakeholder management, planning, and problem-solving skills
- Proven ability to work independently and lead multiple projects simultaneously
- Strong project management and strategic thinking capabilities
- Demonstrated ability to optimize operational metrics and maintain disciplined reporting KPIs
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