WFM Assistant Manager

The Workforce Management Assistant Manager plays a pivotal role in optimizing operational efficiency and resource allocation within the organization. Working closely with the Workforce Management Manager, this role involves overseeing the workforce planning, scheduling, forecasting, and analytics processes to ensure optimal staffing levels are maintained to meet business demands. The Assistant Manager collaborates with various departments to analyze data, identify trends, and implement strategies to enhance workforce productivity and performance.

Key Responsibilities:

1) Workforce Planning:

a) Assist in developing and implementing workforce planning strategies aligned with organizational goals and objectives.

b) Analyze historical data and forecasting models to predict future staffing requirements.

c) Collaborate with HR and department heads to identify staffing needs and address any gaps.

2) Scheduling:

a) Oversee the creation and maintenance of employee schedules, ensuring adequate coverage while minimizing labor costs.

b) Monitor schedule adherence and make real-time adjustments as necessary to optimize productivity.

3) Forecasting:

a) Utilize advanced forecasting techniques to predict workload volumes and staffing needs across various departments and channels.

b) Continuously refine forecasting models based on historical data and business trends.

4) Analytics:

a) Conduct in-depth analysis of workforce data to identify patterns, trends, and opportunities for improvement.

b) Generate regular reports and dashboards to track key performance indicators (KPIs) and provide insights to management.

5) Process Improvement:

a) Identify inefficiencies in workforce management processes and develop solutions to streamline operations.

b) Implement best practices and leverage technology to enhance efficiency and accuracy in workforce planning and scheduling.

6) Team Management:

a) Provide guidance, support, and mentorship to the workforce management team.

b) Foster a culture of continuous learning and development to build a high-performing team.

7) Stakeholder Collaboration:

a) Collaborate with cross-functional teams, including Operations, Finance, and IT, to ensure alignment and integration of workforce management processes with overall business operations.

8) Compliance:

a) Ensure compliance with labor laws, company policies, and industry regulations related to workforce management and scheduling practices.

Qualifications:

• Bachelor's degree in Business Administration, Human Resources, Statistics, or related field;
• Must have 5 years of experience in Workforce Management in a BPO set-up;
• Must have an experience in managing people;
• Proven experience in workforce management, scheduling, or operations planning, preferably in a contact center or similar environment.
• Strong analytical skills with proficiency in data analysis and forecasting techniques.
• Advanced knowledge of workforce management tools and software (e.g., workforce management systems, scheduling software, data analytics platforms).
• Excellent communication and interpersonal skills with the ability to collaborate effectively across departments and levels of the organization.
• Strong leadership abilities with experience in team management and development.
• Detail-oriented with the ability to multitask and prioritize in a fast-paced environment.
• Familiarity with labor laws, compliance requirements, and industry best practices in workforce management.

What's your expected monthly basic salary?

How many years' experience do you have as an Assistant Manager?

How many years of people management experience do you have?

Have you worked in a call centre before?

Which of the following workforce management systems do you have experience using?

Which of the following Microsoft Office products are you experienced with?

Which of the following languages are you fluent in?

We offer a comprehensive line of products and services that are collaborated with integrated design, build and operate solutions to enhance your business. This empowers its business partners and customers to become effective in generating maximum value through a well-integrated approach supporting technologies and strategic investments in people, hardware, software, process and change. Through Converged infrastructure, we provide both technical and business efficiencies, that gains stem in part from the pre-integration of technology components, the pooling of IT resources and the automation of IT processes. By combining server, storage, and networks into a single framework, help to transform the economics of running the datacenter thus accelerating the transition to IP storage to help build infrastructures that are "cloud-ready".

UAS has not only made significant contributions to Cisco's UCS business but we also closed the most competitive strategic UCS opportunity for Cisco for FY12. The deal consequently nominated to the much-coveted Cisco Barbarian Award for FY12.

Universal Access and Systems Solutions, Philippines, Inc. (UAS) is a privately held, Philippine based company, founded in 2005. The people behind UAS are composed of industry experts with more than 15 years of experience and exposure in Information Technology. In response to the fast pace of technology growth and the emerging trend of virtualized and unified infrastructure, UAS took in the responsibility of becoming a " Full Information Technology Solutions Partner".

Realizing that there is a sense of suggested urgency in the industry to analyze the opportunities presented by the new trends in technology, UAS has re-invented itself to provide service that explores new thinking and develops next practice roadmaps that address the major challenges at the inter- section of business, IT and management.

UAS provides services that can benefit your organization.

Our mission is to be the leader in providing technology enabled solutions and servicesroadmaps that address the major challenges at the inter- section of business, IT and management. UAS provides services that can benefit your organization.

UAS's Vision is to play a key role in being an enabler in the corporate and information highway. Its core values are hinged on "Passion for Excellence", "Customer Centricity" and "Innovative Technology". UAS's passion to deliver excellent services allows it to explore new opportunities in finding creative and alternative solutions to solve technical challenges. At UAS our values are fueled by its in depth education, exposure, experience and expertise in enterprise technology solutions. It is our duty to understand every aspect of our clients network infrastructure, creating innovative technology roadmaps that will guide, support and equip them for future technologies.

We offer a comprehensive line of products and services that are collaborated with integrated design, build and operate solutions to enhance your business. This empowers its business partners and customers to become effective in generating maximum value through a well-integrated approach supporting technologies and strategic investments in people, hardware, software, process and change. Through Converged infrastructure, we provide both technical and business efficiencies, that gains stem in part from the pre-integration of technology components, the pooling of IT resources and the automation of IT processes. By combining server, storage, and networks into a single framework, help to transform the economics of running the datacenter thus accelerating the transition to IP storage to help build infrastructures that are "cloud-ready".

UAS has not only made significant contributions to Cisco's UCS business but we also closed the most competitive strategic UCS opportunity for Cisco for FY12. The deal consequently nominated to the much-coveted Cisco Barbarian Award for FY12.

Universal Access and Systems Solutions, Philippines, Inc. (UAS) is a privately held, Philippine based company, founded in 2005. The people behind UAS are composed of industry experts with more than 15 years of experience and exposure in Information Technology. In response to the fast pace of technology growth and the emerging trend of virtualized and unified infrastructure, UAS took in the responsibility of becoming a " Full Information Technology Solutions Partner".

Realizing that there is a sense of suggested urgency in the industry to analyze the opportunities presented by the new trends in technology, UAS has re-invented itself to provide service that explores new thinking and develops next practice roadmaps that address the major challenges at the inter- section of business, IT and management.

UAS provides services that can benefit your organization.

Our mission is to be the leader in providing technology enabled solutions and servicesroadmaps that address the major challenges at the inter- section of business, IT and management. UAS provides services that can benefit your organization.

UAS's Vision is to play a key role in being an enabler in the corporate and information highway. Its core values are hinged on "Passion for Excellence", "Customer Centricity" and "Innovative Technology". UAS's passion to deliver excellent services allows it to explore new opportunities in finding creative and alternative solutions to solve technical challenges. At UAS our values are fueled by its in depth education, exposure, experience and expertise in enterprise technology solutions. It is our duty to understand every aspect of our clients network infrastructure, creating innovative technology roadmaps that will guide, support and equip them for future technologies.

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