Workforce Senior Executive, Assistant Manager

Responsibilities and qualifications for the Workforce Management role are described in this posting. The description includes forecasts, scheduling, team leadership, performance monitoring, stakeholder collaboration, and related experience.

• Develop and implement long-term workforce planning strategies aligned with business goals.
• Forecast contact volumes, staffing needs, and resource allocation to meet service level agreements (SLAs).
• Collaborate with senior management to align workforce strategy with operational objectives.
• Identify cost-saving opportunities without compromising service quality.
• Forecasting and Scheduling: Oversee accurate forecasting of customer contact volumes across multiple channels (phone, chat, email, social media). Ensure optimized agent schedules to meet SLAs and guide intraday schedule adjustments based on real-time performance and contact volume changes.
• Team Leadership and Development: Lead, mentor, and develop the WFM team with focus on forecasting, scheduling, and reporting. Set performance goals, conduct regular reviews, and facilitate training on WFM tools and best practices.
• Performance Monitoring and Reporting: Monitor KPIs (e.g., service levels, adherence, shrinkage, occupancy, forecast accuracy). Generate and present reports to senior management and drive data-driven decisions with workforce insights.
• Stakeholder Collaboration: Act as liaison among WFM, Operations, HR, IT, and other departments; participate in cross-functional projects; maintain client relationships and participate in client-facing meetings. Lead initiatives to improve forecasting accuracy, schedule adherence, and overall workforce utilization; implement feedback mechanisms for continuous improvement.

• Bachelor’s degree in a related field from a four-year college or university with more than seven years of relevant experience; at least two years in progressive management experience is preferred.
• 7 years of experience with contact centers and process improvement preferred; customer satisfaction analysis a plus.
• Proven experience with data analysis, linking multiple data sets, and developing business insights with an analytic approach.
• Strong ability to communicate analytics results to leaders at all levels; high-quality analytics deliverables.
• Intellectual curiosity and a desire for continuous testing and actionable change.
• Strong process improvement experience with the ability to quantify ROI to drive operational improvements.
• Proven ability to motivate teams and operate in a fast-paced, high-energy environment; solid managerial and coaching skills.
• Strong problem-solving and presentation skills; solid understanding of contact center data analysis methods; knowledge of customer satisfaction data is a plus.

Experience:

• 3–5 years in Workforce Management in a contact center or BPO environment.
• At least 1 year in a supervisory or leadership role.
• Experience with multi-site or global workforce operations (preferred).
• Proficiency in WFM platforms (e.g., NICE IEX, Verint, Genesys, Aspect).
• Advanced Excel skills; experience with data visualization tools; strong Power BI experience.
• Familiarity with SQL or other data query languages; knowledge of Six Sigma or Lean methodologies.

Job Summary:

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

Key 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.

Senior Workforce Reporting Analyst – Description:

• Sending interval/hourly reports (Attendance, Intraday Performance, Productivity, etc.).
• Monitor issues that may impact SLs and take appropriate actions to resolve or reduce impacts.
• Perform oversight to ensure all SLAs are met; evaluate events affecting productivity (absenteeism, system outages).
• Solve problems with real-time intervention; monitor and report schedule deviations (breaks, absenteeism, late/early login, non-schedule adherence).
• Handle real-time requests related to schedule changes, off-phone activities, and profile changes.
• Communicate daily reports to WFM and Operations leadership; escalate system outages and SLA risks as needed.
• Take mitigation steps to ensure SLs are met; serve as primary interface between WFM and site operations.

Qualifications (on-site requirement)

• Must be willing to work onsite in Eastwood.
• 2–3 years’ experience in a Customer Service environment in WFM.
• Amenable to work night shift.
• Experience in Real-time Analyst and Reporting tasks.
• Proficient in MS Office (Excel, Power Query, Power Pivot, Data Modeling) and Google Suite; strong data visualization skills.
• High proficiency in verbal and written English.

Additional information

• Seniority level: Mid-Senior level
• Employment type: Full-time
• Job function: Management
• Industries: Business Consulting and Services

Notes: Referrals and alerts about new Workforce Manager jobs are available for locations in the Philippines. This posting has been cleaned of extraneous boilerplate and date stamps.