Assistant Manager - Workforce Management (Cebu) | Onsite

Philippines·Cebu CityFull-timemid

OtherAssistant Manager

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Quick Summary

Key Responsibilities

Develops, updates, and optimizes the Capacity Plan to effectively meet staffing, seating, and logistical needs while balancing cost-efficiency and performance excellence.

Technical Tools

OtherAssistant Manager

Finished at least 2 years in college without any back subjects

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

Responsibilities

~1 min read

→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.