Assistant Manager

3 weeks ago


Taguig, National Capital Region, Philippines Firstsource Full time

Firstsource Taguig, National Capital Region, Philippines

Talent Acquisition Lead at Firstsource Ltd· Leadership Recruiting · High-volume Recruiting

We are seeking an experienced Assistant Manager – Workforce Management to oversee forecasting, scheduling, and real-time management. The ideal candidate will play a critical role in optimizing staffing, improving operational efficiency, and ensuring workforce strategies align with business goals.

Key Responsibilities:

Workforce Planning & Forecasting:

  • Analyze historical data to create accurate workforce forecasts.
  • Develop scheduling strategies to optimize staffing levels and productivity.
  • Collaborate with stakeholders to ensure workforce plans align with business needs.

Real-Time Management & Scheduling:

  • Monitor real-time staffing and make adjustments to improve service levels.
  • Manage shrinkage, absenteeism, and adherence to optimize workforce efficiency.
  • Implement strategies to reduce downtime and enhance operational performance.

Reporting & Data Analysis:

  • Generate and analyze workforce reports to track key performance metrics.
  • Identify trends and recommend data-driven solutions for efficiency improvements.
  • Ensure accurate reporting of schedule adherence, occupancy, and productivity.

Stakeholder Collaboration:

  • Work closely with operations, HR, and senior management to align workforce strategies.
  • Communicate workforce plans and updates effectively to relevant teams.
  • Provide insights and recommendations for process improvements.

Process Optimization & Technology:

  • Leverage WFM tools (e.g., Verint, NICE, IEX, Aspect) to enhance efficiency.
  • Implement automation and process enhancements for better workforce planning.
  • Stay updated on industry best practices and emerging workforce management trends.

Key Skills & Qualifications:

  • Bachelor's degree in Business, Operations, or a related field.
  • 5+ years of experience in Workforce Management, with at least 2 years in a leadership role.
  • Strong expertise in forecasting, scheduling, and real-time workforce management.
  • Proficiency in WFM tools such as Verint, NICE, IEX, Aspect, or similar platforms.
  • Excellent analytical, problem-solving, and decision-making skills.
  • Strong communication and stakeholder management abilities.
  • Experience in BPO, Contact Centers, or similar environments preferred.
Seniority level

Mid-Senior level

Employment type

Full-time

Job function

Information Technology

Industries

Outsourcing and Offshoring Consulting

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