Assistant Manager

6 days ago

Pasig, National Capital Region, Philippines TASQ Staffing Solutions Full time ₱900,000 - ₱1,200,000 per year

Work Setup/Shift: Onsite (Manila)

Start Date: ASAP

Qualifications:

  • 5-7 years of experience in WFM within a BPO, contact center, or similar environment.
  • Proficiency in WFM tools (e.g., NICE IEX, Verint, Aspect, Genesys, CMS Avaya etc.)
  • Advanced Excel skills and familiarity with data visualization tools (Power BI, Tableau, etc.) is a plus.
  • Experience managing a team or mentoring WFM analysts/Leads
  • Knowledge of forecasting methodologies and workforce modeling techniques.
  • Exposure to automation tools and RPA in WFM processes.
  • End to end knowledge of WFM (RTA, Reporting, Scheduling, Planning/Forecasting and Telephony)

Responsibilities:

1. Workforce Planning & Forecasting:

  • Develop and manage resource forecasts by analyzing historical data, trend analysis, and input from business leaders to ensure accurate forecasting of staffing needs.
  • Analyze workload trends and predict fluctuations in call volumes or transaction volumes across various shifts and departments (including coding, billing, and customer service).
  • Collaborate with business leaders and team managers to identify resource needs, special projects, and seasonal variations, ensuring alignment with organizational goals.
  • Maintain capacity planning by forecasting resource requirements based on upcoming campaigns, new client requirements, or other business factors.

2. Scheduling & Real-Time Management:

  • Oversee the creation and management of employee schedules to ensure optimal staffing levels, considering employee availability, client demand, and SLA requirements.
  • Monitor real-time adherence to schedules, adjusting resource allocation to ensure that service levels are consistently met.
  • Resolve short-term staffing issues, such as absenteeism, urgent workload changes, or unexpected employee absences, by implementing contingency plans (e.g., shift swaps, overtime).
  • Ensure accurate shift adherence and adjust schedules as required based on real-time data to maintain efficiency.

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