Key skills
Workforce Management
RTA tool
Capacity Planning
forecasting.
people Management
Workforce Analyst
Microsoft PowerPoint
Microsoft Excel
Strong Communication Skills (Verbal and Written))
Coaching
Job Title: Deputy Manager - WFM
Campaign: Banking & Financial Services
Work set-up: Onsite, Eastwood Quezon City
Work schedule: Night shift
Salary: PHP 65k - 85k
Target start date: ASAP
QUALIFICATIONS:
• With at least 5 years of end to end Workforce Management experience in a Contact Center environment, RTA, Scheduling, Capacity Planning & Forecasting
• With at least 3 years of people management experience managing group/s of Workforce Analysts and/or Leaders providing end-to-end services to multiple campaigns
• Proficient in PowerPoint Presentation/ Excel
• With strong communication and coordination skills, assertive, detail and results-oriented
RESPONSIBILITIES:
The WFM Deputy Manager is responsible for overseeing RTA, Planning, reporting and Management Information Systems (MIS) to support data-driven decision-making.
This role involves analyzing workforce data, developing staffing strategies, and implementing effective workforce management practices to enhance productivity and efficiency.
• Coaches team members and conducts regular (monthly) performance feedback sessions
• Establishes team's yardsticks (early indicators), analyzes and communicates compliance, risk audit and team performance to the group
• Proficient in PowerPoint Presentation/ Excel
• With strong communication and coordination skills, assertive, detail and results-oriented
• Analyzes, develops action plan, and resolves service delivery and/or service level issues
• Will include client interactions during business reviews
