Role: Workforce Assistant Manager

Location: Alabang Muntinlupa

Mode: Work from Office

Job Responsibilities (Manager WFM) -

Responsible to manage capacityPlanning, Scheduling, Forecasting, Real Time Management, and Reporting
To coordinate with operations and various departments on a regular basis
Daily Monitor all required KPIs effectively to ensure they meet their targets
Manage ad-hoc requirements from Ops & any other functions
Discuss daily / weekly performance with stakeholders
Should be able to handle & achieve the departmental requirements
Experience in any WFM tools IEX, Avaya, Variant, Blue Pumpkin
Maintain data integrity
Own the MIS delivery for the account with respect to all aspects of WFM Planning, Scheduling, Forecasting, Real Time Management, Reporting
Capacity planning, Forecasting and Scheduling & Accurate and Timely reporting
Accurate and Timely reporting

Required Candidate profile

Atleast 2-3 years experience as an Asst. Manager in Workforce or 3-4 years experience as a Supervisor or Team Leader in Workforce
Strong experience in Forecasting and using NICE IEX
In-depth knowledge when it comes to end-to-end cycle in Workforce
Should have knowledge of WFM - Planning, Scheduling, Forecasting, And Reporting
Good communication skills (Role requires interaction with Sr. Leadership and customers)
Should have good excel skills and be able to up skill the team on excel skill sets if required, be hands on with creating reports
Knowledge of IEX preferable
Should have exposure to standard WFM tools
Should be sound in his knowledge of IEX
Should be able to think on the feet to make decisions related to steps which would impact business
Candidate should be ready to work in a 24*7 and rotational shift environment
Excellent communication.
Designated as Manager (or) equal to it
Should be from a BPO Background WFM vertical

It is our policy to provide equal employment opportunities to all individuals based on job-related qualifications and ability to perform a job, without regard to age, gender, gender identity, sexual orientation, race, color, religion, creed, national origin, disability, genetic information, veteran status, citizenship or marital status, and to maintain a non-discriminatory environment free from intimidation, harassment or bias based upon these grounds.

Workforce Management Assistant Manager