Workforce Management Manager/WFM Assistant Manager

7 days ago

Taguig, Philippines IOPEX Technologies Philippines - Taguig Full time
Showcase your talents. Create your success story with us

We are looking for an awesome and talented Workforce Management professionals for our growing # WFM team

• Workforce Manager
• Workforce Assistant Manager
• Workforce Scheduler
• Workforce Real Time Analyst

Responsibilities:

• Manage performance of a team comprised of a Workforce Lead and Workforce Analysts
• Roll out agent schedules that meet required and committed capacity for programs assigned on a weekly basis
• Forecast resource requirements and create a seat capacity planning
• Conduct formal employee performance reviews, establish development plans, initiate promotions, pay adjustments, disciplinary actions, and terminations
• Create and maintain meaningful dashboards and reports

Requirements:

• Must have at least 2-3 years of experience as a Workforce Supervisor or Manager
• Must have experience in handling a team of leads and workforce analysts
• Ability to properly handle escalated complaints and diffuse conflict
• Ability to learn new concepts and quickly, and remain current with the technology and tools that support the requirements of the team
• Ability to operate within a challenging and fast-paced environment
• Ability to multi task, shift focus between the queue and follow-up to ensure all calls are answered within an appropriate time frame
• Able to embrace change within the account, team and management
• Determined leader and can motivate the team to perform
• Approachable and exudes patience when asked for guidance
• Contribute to employee life cycle decisions by communicating with Manager regarding status of employee’s performance or any issues that could result in performance plans or disciplinary action

Other info:
• Want to be an iOPEXian? Start your #iopexhappyatwork journey today and make sure to visit: linktr.ee /iopexph
• Application Process: 1 Day hiring (Onsite Process depending upon the availability of the hiring managers)
• Work set up: Onsite
• Schedule: Shifting
• Salary Range: Your current and expected salary as well as your interview with the hiring managers will be considered for the offer

What's in it for you?

Our people enjoy some amazing perks, check out a few below:

• Competitive salary package
• Exciting employee engagement activities
• Stability (Continuously getting pioneer accounts)
• Learning sessions every week
• Fast career growth
• Free Parking Passes
• Accessible location
• HMO (Free dependent)
• Leave credits/Leave conversions
• Night differential
• Uncapped annual appraisal
• 2 days off

And most importantly, you’ll be part of a growing company with dynamic and engaging team.

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