Assistant Manager – Workforce Management

2 days ago

Quezon City, National Capital Region, Philippines Risewave Consulting, Inc. Full time ₱900,000 - ₱1,200,000 per year

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)

Skills & Competencies:

  • Proficiency in WFM platforms (e.g., NICE IEX, Verint, Genesys, Aspect)
  • Advanced Excel skills; experience with data visualization tools
  • Strong experience in Power BI
  • 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 functions 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

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