Assistant Manager-Workforce Management-WFM

6 days ago

Philippines EXL Full time ₱550,000 - ₱1,050,000 per year
Description

Join our team as a Workforce Management Assistant Manager, a pivotal role in ensuring operational excellence across our contact centers. You will support the WFM Manager in optimizing staffing strategies, developing accurate forecasts, and creating efficient schedules to meet key performance indicators (KPIs) and service level agreements (SLAs). This position requires strong analytical skills to monitor real-time performance, identify trends, and implement solutions for continuous improvement, while also assisting with team development and adherence to company policies.

Responsibilities
  • Forecasting & Planning: Assist in developing accurate short-term and long-term staffing forecasts based on historical data and business trends.
  • Scheduling: Collaborate on the creation and optimization of employee schedules to ensure sufficient coverage across all channels and minimize costs.
  • Real-time Monitoring: Monitor daily performance metrics (e.g., service levels, adherence, AHT) and make real-time adjustments to staffing and schedules to mitigate risks and achieve targets.
  • Data Analysis & Reporting: Conduct data analysis to identify performance gaps, create comprehensive reports, and provide data-driven recommendations to management for process improvements.
  • Team Support & Compliance: Assist with training, coaching, and guiding WFM team members, ensuring adherence to company policies and labor laws.
Qualifications

Technical Skills
  • WFM Software Proficiency: Hands-on experience with WFM systems is crucial (e.g., Verint, Genesys).
  • Data Analysis & Reporting Tools: Advanced proficiency in Microsoft Excel (including pivot tables, VLOOKUPs, and macros) and experience with Business Intelligence (BI) tools like Power BI or Tableau for creating dashboards and reports.
  • Forecasting Methodologies: Knowledge of forecasting techniques (e.g., time series analysis, regression analysis) to predict workloads and staffing needs accurately.
  • Contact Center Metrics: Strong understanding of key performance indicators (KPIs) and metrics, such as service levels, average handle time (AHT), occupancy, and schedule adherence.
  • Labor Law Knowledge: Familiarity with relevant labor laws and compliance regulations regarding scheduling and overtime.


Soft Skills
  • Analytical & Problem-Solving Skills: The ability to break down complex operational data, identify trends, and implement effective solutions quickly in a fast-paced environment.
  • Communication & Interpersonal Skills: Excellent written and verbal communication skills to articulate strategies, performance metrics, and scheduling decisions to various stakeholders and frontline staff.
  • Leadership & Team Management: Proven ability to lead, mentor, and motivate a team, manage conflicts, and foster a positive work environment.
  • Adaptability & Time Management: Strong organizational skills, attention to detail, and the ability to manage multiple priorities and rapidly adjust plans in response to changing business needs.

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