Workforce Assistant Manager

Qualifications & Requirements

• Bachelor's degree in a relevant field.
• 3–5 years of Workforce Management (WFM) experience in a BPO or shared services environment.
• 1–2 years of experience in a leadership role or as a Senior WFM Analyst.
• Strong proficiency in Microsoft Excel and data analysis.
• Hands-on experience with WFM tools such as Verint, IEX, or Aspect, and ACD platforms such as Avaya or Genesys.
• Willing to work full-time onsite in Iloilo City.

Key Responsibilities

• Manage forecasting and capacity planning to ensure optimal workforce allocation.
• Oversee scheduling, schedule adherence, and workforce optimization.
• Conduct Real-Time Analysis (RTA) and monitor Service Level Agreements (SLAs).
• Lead, coach, and support WFM analysts and RTA specialists to drive team performance.
• Collaborate with stakeholders to address operational requirements and workforce challenges.
• Prepare and present workforce reports, performance metrics, and actionable insights to support business decisions.

Pay: Php48,000.00 - Php65,000.00 per month

Benefits:

• Health insurance
• Life insurance

Work Location: In person