Transcom

Transcom is looking for talented individuals like you to join our awesome team! Be the next Workforce Director for our Transcom Davao site.

Join our Transcom Family as a Workforce Director

• To Head a team of Workforce Managers, Supervisors, and Analysts to support Transcom Operations and Support groups
• To carry out end-to-end WFM campaign management
• To manage and maximize the usage of Transcom’s WFM tools
• To lead and manage Transcom projects that capitalize on WFM output, processes, and insights
• To provide financial and efficiency analysis, input, insights, and recommendations

Essential Duties & Responsibilities:

• Responsible for Workforce Management, Client Management, & Service Delivery to Internal & External Customers
• Responsible for managing and leading a multi-site WFM team under the centralized structure (Capacity Planning/Scheduling/Real-Time Management/Reporting Lead), which supports campaigns spread across different clients. Effectively support and mentor the team to become better at supporting Ops.
• Directly manages WFM, Client KPIs, and Financial performance in a multi-site, multi-platform across different verticals. Serves as a checkpoint and reviewer of WFM processes, practices, and output.
• Provides input/support to Finance, Recruitment, Sales, HR/Payroll, and other functions as necessary.
• Takes ownership, engages with the Ops team, and drives improvement/resolution by developing plans, and processes, recommending solutions/strategies, and ensuring execution.
• Ensures efficient levels of staffing and occupancy, and optimizes the resources to maximize service level, and seat utilization while maintaining financial rigor. 

What we are looking for:

To be successful in this role you must…

• At least 10 years of BPO experience in a multi-site, multi-client, BPO environment
• Minimum 3 years experience as a WFM leader responsible for the delivery for multiple clients ranging from small-medium(10-300FTE) to large (2000+ FTE), as well as organizational output
• Strong sense of personal stake and urgency in day-to-day management.
• Ability to forge positive, objective relationships with Operations and Support teams.
• Adapt, thrive, and multitask in a demanding workplace while managing pressure, deadlines, and conflicting and shifting priorities.
• Ability to foresee, dissect and fix problems using a data-driven approach and common sense.
• Appetite for challenges; driving projects, improvement opportunities, maturity models, etc.
• Effectiveness in articulating and persuading different levels in the organization.
• Experience in creating compelling analyses, reports, and slides for executives.
• Hands-on experience in Staff/Capacity Planning, Scheduling, Real-Time Management, and Reporting complex Spreadsheets
• A Strong experience in multiple WFM tools is highly desirable but not mandatory.
• Must demonstrate a perceptive, thorough, and decisive approach to problem-solving.
• Must be diplomatic and enterprising in resolving conflicts and disagreements.
• Proficiency in basic arithmetic and statistical concepts and strong logical ability desired.
• Ability to work independently and closely with the assigned campaigns.
• Resilient optimism and a positive attitude are desired.
• Ability to motivate, retain and attract talent.
• Flexible with extending shifts when needed

What's in it for YOU

Driven by our "Malasakit" culture, we make certain that our team members are well-cared for. Hence we are proving these employee benefits, which you'll be able to utilize once you join our team! 

• Day 1 HMO

• 24/7 Teleconsult

• Free Psychologist Consultation

• In-house & Online Pharmacy

• Scholarship Program

• Retirement Fund

• Free Meal & Medicine (through Transcom’s Tap Card Rewards)

• Loyalty Incentives

• Accidental & Life Insurance

• Free Shuttle Service

What Life at Transcom is like
At Transcom, we’re relentlessly committed to our clients and each other. Every day, someone starts their journey with Transcom. Taking the potential they have today, and turning it into skills for the future. Getting recognized for working hard, being a team player, and supporting others. Championing positive, lasting change in their teams and communities. That’s just how we are at Transcom. Here we care, and root for each other. You’re included, just as you are, from day one. And with the right mindset, there’s no end to how far we can go together.

We are highly driven by our "Malasakit" culture. Transcom, in its very core, is all about an inclusive team that is focused on people. It all comes down to setting the bar for dignity, equality, and respect. It means that each one takes part in proactively shaping, cultivating, and building the company we want to work and live in. This is why genuine concern is so vital to us.