Workforce Assistant Manager

1 day ago

Angeles City, Central Luzon, Philippines Universal Access & Systems Solutions Inc. Full time $104,000 - $130,878 per year

About the role

Reporting into the Workforce Management team, this exciting Workforce Assistant Manager role at Universal Access & Systems Solutions Inc.' will be responsible for supporting the strategic operations of the company's call centre in Angeles City Pampanga. As a key member of the team, you will play a vital part in ensuring the efficient and effective scheduling and deployment of call centre agents to deliver exceptional customer service. This full-time position offers the opportunity to develop your career in a fast-paced and dynamic environment.

What you'll be doing

  • Develop, implement and continuously refine workforce management strategies to optimise agent productivity and service levels
  • Analyse call volume data, forecast staffing requirements and create efficient agent schedules and shift patterns
  • Monitor and adjust agent schedules in real-time to meet fluctuating customer demand
  • Support the training and development of call centre agents to improve performance
  • Collaborate with operational teams to identify areas for improvement and implement solutions
  • Provide comprehensive reporting on key workforce metrics and KPIs
  • Assist in the design and rollout of new workforce management tools and technologies

What we're looking for

  • 2+ year's experience in a workforce management or operational support role in a call center or similar customer service environment
  • Strong understanding of workforce management principles, including forecasting, scheduling and real-time adherence monitoring
  • Excellent data analysis and reporting skills, with the ability to interpret and present complex information
  • Demonstrated track record of implementing innovative solutions to improve productivity and efficiency
  • Exceptional communication and stakeholder management skills
  • Proficient in using workforce management software and tools
  • Relevant tertiary qualification in a related field such as business, data analytics or operations management

What we offer

  • Competitive salary and performance-based bonus structure
  • Comprehensive health and wellness benefits package
  • Opportunities for career progression and professional development
  • Supportive and collaborative team environment
  • Flexible work arrangements including remote work options

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