Assistant Manager - Workforce Management

Key Responsibilities:

• Forecasting and capacity planning
• Scheduling and adherence management
• Real-Time Analysis (RTA) and SLA management
• Leading and coaching WFM analysts and RTA specialists
• Stakeholder management and reporting

Preferred Qualifications:

• Bachelor’s degree
• 3–5 years of WFM experience in a BPO or shared services environment
• 1–2 years of leadership or senior analyst experience
• Strong Excel and data analysis skills
• Experience with WFM tools (Verint, IEX, Aspect) and ACD platforms (Avaya, Genesys)
• Willing to relocate in Iloilo City
• Flexible with shifting schedule and willing to work 100% onsite