Assistant Manager Workforce

6 days ago

Manila, National Capital Region, Philippines ibex Full time
Overview

Join to apply for the Assistant Manager Workforce role at ibex

Responsibilities
  • Responsible for ensuring integrity and consistency of set WFM processes/procedures.
  • Responsible for ensuring Service Delivery to the client, balancing staffing requirements with operational efficiencies and financial goals.
  • Maintain confidentiality on information, objectives, and practices of the company and its clients.
  • Proactively drives efficiency and profitability thru effective output of the planning team, linking assumptions like hiring, seat utilization, shrinkage, AHT, occupancy etc.
  • Responsible for coordinating with the client with regard to forecasts, staff plans and any staffing reports of the client.
  • Responsible for ensuring weekly touch base/meetings are set up with stakeholders to discuss staff plans, assumptions and performance which would impact meeting targets and goals.
  • Manage a team of planners or a combination of planners and real time analysts.
Qualifications
  • Bachelor's Degree (any field) or equivalent work experience.
  • Effective communication skills and hands-on management style.
  • Ability to collaborate and support Operations through direct and proactive communication.
  • Must demonstrate sound arithmetic, analytical and problem solving skills.
  • Ability to train and do knowledge transfer to schedulers and planners.
  • Ability to effectively engage with client and Operations on a daily basis.
  • Ability to work with minimal supervision and support Operational requirements and objectives.
  • Ability to adapt to workload and multitask with attention to detail in a dynamic environment.
  • Positive attitude and approach to challenges, should respond positively to constructive criticism.
  • Must have a combined 5 to 10 years hands on experience in Scheduling, Real Time Management and Supervisory role.
  • Verint, IEX and eWFM exposure is desirable.
Seniority level
  • Mid-Senior level
Employment type
  • Full-time
Job function
  • Project Management and Information Technology
Industries
  • Outsourcing/Offshoring

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