Assistant Workforce Manager

2 days ago

Quezon City, National Capital Region, Philippines Comrise Full time ₱480,000 - ₱600,000 per year

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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