Assistant Manager - Workforce Management (Cebu) | Onsite

About this role

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.