
Assistant Workforce Manager
2 days ago
Key Responsibilities
- Develop and maintain accurate forecasts and schedules using historical data, trends, and business requirements.
- Monitor intraday performance and provide actionable insights to meet service level targets.
- Collaborate with Operations, HR, and Recruitment to align workforce plans with business needs.
- Lead and mentor workforce analysts and real-time coordinators.
- Analyze performance metrics and create insightful reports for senior leadership.
- Support the implementation of WFM tools and continuous process improvements.
- Participate in business reviews and provide workforce-related recommendations.
- Ensure compliance with labor laws, company policies, and contractual obligations.
Qualifications
- Bachelor's degree in Business Administration, Statistics, or a related field (preferred).
- 3–5 years of experience in Workforce Management within a contact center or BPO environment.
- Minimum 1 year of supervisory or leadership experience.
- Proficiency in WFM platforms (e.g., NICE IEX, Verint, Genesys, Aspect).
- Advanced MS Excel skills; strong Power BI experience required.
- Preferred: Experience in multi-site or global workforce operations.
- Knowledge of Six Sigma or Lean methodologies.
- Familiarity with SQL or other data query languages is a plus.
What We Offer
- Dynamic work environment with career growth opportunities
- Collaborative culture with exposure to multi-site/global operations
Job Types: Full-time, Permanent
Pay: From Php50,000.00 per month
Benefits:
- Health insurance
Application Question(s):
- Are you willing to work onsite in Eastwood?
- How much are your salary expectations?
- Do you have hands-on experience with Power BI (building dashboards, creating reports, and data modeling)?
Experience:
- Workforce management: 3 years (Required)
- Leadership: 1 year (Required)
- Power BI: 1 year (Required)
Work Location: In person
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