Manager Workforce Management

7 days ago

Quezon City, Philippines WNS Full time

WNS Quezon City, National Capital Region, Philippines

Overview

The Workforce Assistant Manager plays a critical role in supporting the strategic and operational goals of the Workforce Management team. This position is responsible for overseeing real-time operations, forecasting, scheduling, and reporting functions to ensure optimal staffing and service level performance across multiple lines of business.

Responsibilities
  • Assist in developing and maintaining accurate forecasts and schedules based on historical data, trends, and business requirements.
  • Monitor intraday performance and provide actionable insights to meet service level targets.
  • Collaborate with operations, HR, and recruitment teams to align workforce plans with business needs.
  • Lead and mentor a team of workforce analysts and real-time coordinators.
  • Analyze performance metrics and generate reports for senior leadership.
  • Support implementation of WFM tools and process improvements.
  • Participate in business reviews and provide workforce-related recommendations.
  • Ensure compliance with labor laws, company policies, and contractual obligations.
Qualifications
  • Bachelor’s degree in business administration, Statistics, or related field (preferred).
  • Minimum 3–5 years of experience in Workforce Management in a contact center or BPO environment.
  • At least 1 year of experience in a supervisory or leadership role.
  • Proficiency in WFM platforms (e.g., NICE IEX, Verint, Genesys, Aspect).
  • Strong analytical and problem-solving skills.
  • Advanced Excel skills; experience with data visualization tools is a "plus".
  • Advanced skills in Power BI
  • Preferred: Experience with multi-site or global workforce operations.
  • Knowledge of Six Sigma or Lean methodologies.
  • Familiarity with SQL or other data query languages.
  • Amenable to work onsite in Eastwood.
Seniority level
  • Mid-Senior level
Employment type
  • Full-time
Job function
  • Customer Service
Industries
  • Business Consulting and Services
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