WFM Assistant Manager

2 weeks ago

Taguig, National Capital Region, Philippines ALLDIGI TECH MANILA, INC. (AMI) Full time ₱900,000 - ₱1,200,000 per year

Job Description:

  • Manage the scheduling, forecasting, and real-time tracking of call center staff to ensure smooth operations and meet performance goals.
  • Monitor daily performance and adjust schedules as needed to meet service targets (SLAs and KPIs).
  • Work closely with operations, training, and other teams to align workforce plans with company goals.
  • Ensure agents follow their schedules and quickly address issues like lateness or absences.
  • Use past data to predict call volumes and staffing needs, then create schedules to ensure the right coverage.
  • Analyze call center data to find ways to improve efficiency and performance.
  • Partner with managers and supervisors to solve staffing issues and operational problems.
  • Keep open communication with agents, sharing timely updates about schedules or any changes.

Qualification:

  • At least 3-5 years of RTA/WFM experience in BPO setting
  • At least 1-2 years of handling Workforce Management Team
  • Bachelor's/College degree or Associate Grad of any course or field
  • Good Communication, Analytical and Problem-Solving skills
  • Has good understanding of People Management
  • Ability to multi-task, focus and complete reports for extended periods of time
  • Attention to detail and high level of accuracy
  • MS Excel, Word and PowerPoint proficient

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