Summary role description: 

Hiring an Assistant Manager – Workforce Management for a leading global business process outsourcing company.

Company description:

Our client is a tenured mid-tier global major, offering specialized IT Services, Digital Solutions, and Business Process Services. They help their clients – across domains and industries – derive sustainable competitive advantage at scale, through their high-end Data & Analytics & AI/ML, and automation-driven digital solutions and platforms, across the client’s business value chain.

Role details:

• Title / Designation: Assistant Manager – Workforce Management
• Reporting Manager: VP
• Role type: Lead
• Location: Bay City, Pasay

Role & responsibilities:

• Manage staffing models, scheduling, and capacity planning, adjusting based on operational needs.
• Maintain staff plans and recommend new hire classes based on future needs.
• Collaborate with schedulers and manage employee data in systems like Genesys Cloud, NICE IEX, and Verint.
• Communicate with stakeholders to align on staffing requirements and business changes.
• Analyze data to incorporate into capacity planning and balance staffing with operational and financial goals.
• Maintain WFM files and tools; act as backup to the WFM Manager.

Candidate requirements:

• Experience in staffing models, scheduling, and capacity planning.
• Proficiency with Genesys Cloud, NICE IEX, and/or Verint.
• Strong data analysis and communication skills.
• Knowledge of WFM standards.

Selection process:

• Discussions with VP
• Discussions with SVP
• HR Discussions