Assistant Manager

4 weeks ago


Pavia, Philippines IGT Solutions Full time

We're Hiring: Assistant Manager - WFM for a Travel Account (BPO)

Are you a strategic Workforce Manager with experience leading WFM operations in a fast-paced BPO environment? Join our team and take charge of global workforce management for a top Airline Account

OverviewResponsibilities
  • People Management: Lead, mentor, and develop a high-performing WFM team to ensure operational efficiency.
  • Scheduling & Capacity Planning: Oversee forecasting, staffing, and scheduling to optimize workforce performance.
  • Real-Time Management: Monitor and adjust operations in real-time to meet service level agreements (SLAs).
  • Client Management: Collaborate closely with clients to align workforce strategies with business goals and performance targets.
  • Performance Optimization: Identify trends, analyze data, and implement solutions to enhance workforce efficiency and customer satisfaction.
  • Compliance & Reporting: Ensure adherence to workforce policies and generate reports for internal and client stakeholders.
Qualifications
  • College Undergrads are welcome to apply
  • At least 1 year of related experience as WFM Assistant Manager or 3 years as a WFM Supervisor
  • Proven experience in Workforce Management (BPO experience required).
  • Strong leadership skills with experience managing/supervising a WFM team.
  • Expertise in forecasting, scheduling, capacity planning, and real-time management.
  • Excellent client management and communication skills to align strategies with business objectives.
  • Proficiency in WFM tools and analytics to drive data-informed decisions.
  • Ability to thrive in a global, fast-paced environment with shifting priorities.
Seniority level
  • Mid-Senior level
Employment type
  • Full-time
Job function
  • Iloilo Support Roles - Training / Workforce / Operations / HR (Executive, Team Leader and/or Manager)

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