Workforce Assistant Manager

9 hours ago

Angeles City, Central Luzon, Philippines UNIVERSAL ACCESS and SYSTEMS SOLUTIONS, PHIL. INC. Full time $70,000 - $120,000 per year

About the role

As the Workforce Assistant Manager at UNIVERSAL ACCESS and SYSTEMS SOLUTIONS, PHIL. INC.', you will play a key role in ensuring the efficient staffing and scheduling of our customer service contact center in Angeles City, Pampanga. This full-time position will see you work closely with the Workforce Management team to optimize our workforce planning and forecasting processes, ensuring we deliver an exceptional customer experience.

What you'll be doing

  1. Develop and maintain detailed workforce forecasts to inform staffing and scheduling decisions
  2. Collaborate with the contact center operations team to understand service level requirements and operational needs
  3. Oversee the scheduling of agents to meet customer demand, ensuring optimal coverage and minimizing idle time
  4. Monitor contact center activity in real-time and make adjustments to schedules as needed
  5. Identify opportunities to improve workforce planning and scheduling processes
  6. Provide reporting and analytics to the management team on contact center performance metrics
  7. Coach and mentor the Workforce Management team to develop their skills and capabilities

What we're looking for

  1. 3-5 years' experience in a workforce management or contact center operations role
  2. Strong analytical and problem-solving skills with the ability to interpret data and identify trends
  3. Excellent communication and stakeholder management skills
  4. Experience with workforce management software and tools
  5. A proven track record of driving process improvements and optimizing workforce planning
  6. Tertiary qualification in a relevant field such as Business, Operations or Data Analytics

What we offer

At UNIVERSAL ACCESS and SYSTEMS SOLUTIONS, PHIL. INC.', we are committed to creating a supportive and engaging work environment for our employees. This role offers competitive remuneration, opportunities for career development, and a range of employee benefits including health insurance, retirement contributions and paid time off.

About us

UNIVERSAL ACCESS and SYSTEMS SOLUTIONS, PHIL. INC.' is a leading provider of customer experience solutions, supporting clients across a range of industries. Established in 2005, we have grown to become one of the most trusted names in the Philippines contact center market, renowned for our commitment to quality, innovation and employee development.

Apply now to join our talented team

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