Assistant Manager - Workforce Management (Cebu) | Onsite

Work Setup: Onsite (Cebu)

Function: Work Force Management (WFM)

Required Educational Attainment:

• Finished at least 2 years in college without any back subjects

Required Experience:

• Minimum 2 years of BPO Team Lead or Assistant Manager experience under the Workforce Management function.

Responsibilities:

• Develops, updates, and optimizes the Capacity Plan to effectively meet staffing, seating, and logistical needs while balancing cost-efficiency and performance excellence.
• Creates and reviews schedules meticulously to align with business objectives, driving exceptional customer service experiences.
• Leads and mentors a motivated and autonomous team of WFMs, ensuring all service level agreements (SLAs) are consistently achieved across accounts.
• Enhances client satisfaction by proactively managing service levels, providing expert staffing, scheduling, and real-time adherence solutions.
• Safeguards the organization’s assets by rigorously adhering to the Quality Information Security Management System principles.
• Acts as the primary point of contact for all Workforce Management (WFM) related inquiries and concerns, ensuring smooth communication and resolution.