Job Description
Job Title: Deputy Manager - WFM
Campaign: Banking & Financial Services
Work set-up: Onsite, Eastwood Quezon City
Work schedule: Night shift
Salary: PHP 65k - 85k
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
