Assistant Manager - WFM

EXL Service Philippines, Inc.; Pasay; On-site; PHP 900,000 - 1,400,000; Full time

Job summary

EXL Service Philippines, Inc. is seeking a WFM Assistant Manager to lead day-to-day Workforce Management operations, including Real-Time Management, Forecasting, Scheduling, and Reporting.

You will supervise a team of Real-Time Analysts and WFM Specialists to deliver accurate forecasts, effective schedules, and proactive intraday management. The role requires strong leadership, deep knowledge of WFM tools (NICE, Verint, IEX, Genesys, Avaya CMS, Five9), advanced Excel, and collaboration with

Qualifications

• 2–3 years of experience in Workforce Management within call center/BPO/operations.
• Experience in real-time management, forecasting, scheduling and reporting.
• Proven ability to lead teams and collaborate with cross-functional stakeholders.

Responsibilities

• Lead Real-Time Analysts and WFM Specialists to ensure intraday coverage.
• Monitor queues, adherence, and service levels across lines of business.
• Generate performance reports and present insights to stakeholders.
• Collaborate with Operations, HR, and Client Services to align workforce plans.
• Develop SOPs and support WFM tool implementation and dashboards.

Skills

Leadership

WFM

RTM

Forecasting

Scheduling

Reporting

Data Analysis

Team Leadership

Education

Bachelor's degree in Business Administration / Statistics / Mathematics / Operations Management

Certifications (NICE, Verint, IEX, Genesys, Avaya CMS, Five9) a plus

Tools

NICE

Verint

IEX

Genesys

Avaya CMS

Five9

Excel

Power BI

Job description

Description

The WFM Assistant Manager is responsible for leading and managing day-to-day Workforce Management operations, including Real-Time Management, Forecasting, Scheduling, and Reporting. This role ensures that staffing, adherence, and service levels are optimized across supported business lines, maintaining operational efficiency and client satisfaction.

The WFM Assistant Manager supervises a team of Real-Time Analysts and WFM Specialists to deliver accurate forecasts, effective schedules, and proactive intraday management. The role involves creating, analyzing, and presenting performance reports to identify trends, risks, and improvement opportunities. It also requires close collaboration with Operations, HR, Client, and Client Services to align workforce plans with business objectives, while driving continuous improvement in WFM processes, data accuracy, and system utilization.

Responsibilities

1. Leadership & Team Management

• Supervise, coach, and mentor Real-Time Analysts to ensure accurate and timely intraday management.
• Monitor RTA performance and productivity, providing feedback and developmental support.
• Oversee scheduling and attendance of the RTA team to ensure consistent coverage.

2. Real-Time Monitoring & Intraday Management

• Monitor queues, agent adherence, and service levels across all lines of business.
• Execute intraday adjustments such as break/lunch optimization, offline tasking, OT, and VTO to maintain SLAs.
• Communicate real-time performance issues and collaborate with Operations to manage call spikes or unplanned outages.

3. Reporting & Analysis

• Review daily performance and intraday reports to identify trends, variances, and opportunities for improvement.
• Generate and distribute reports to stakeholders, ensuring accuracy and actionable insights.
• Partner with Forecasting and Scheduling teams to validate data and improve future projections.

4. Collaboration & Communication

• Serve as a point of contact between WFM and Operations for real-time updates and escalations.
• Provide clear and timely communication on staffing decisions, performance status, and contingency plans.
• Participate in business reviews and provide input on WFM strategies and operational alignment.

5. Process Improvement

• Continuously assess and improve real-time processes, reporting accuracy, and communication flow.
• Develop and maintain SOPs for real-time monitoring and escalation procedures.
• Support implementation and testing of WFM tools and dashboards.

Qualifications:

Education:

• Bachelor’s degree in Business Administration, Statistics, Mathematics, Operations Management, or related field.
• Relevant certifications (e.g., NICE, Verint, IEX, Genesys, Avaya CMS, Five9) are a plus.

Experience:

• 2-3 years of experience in Workforce Management
• Experience in Real-Time Management, forecasting, scheduling, and reporting in a call center, BPO, or service operations environment.
• Proven ability to lead teams and collaborate with cross-functional stakeholders.

Technical Skills:

• Proficiency in WFM platforms (e.g., NICE, Verint, IEX, Genesys, Avaya CMS, Five9).
• Advanced skills in Microsoft Excel (formulas, pivot tables, VLOOKUP, charts) and/or business intelligence tools (Power BI, Tableau, or Google Data Studio).
• Strong analytical skills, data interpretation, and reporting capabilities.

Soft Skills:

• Strong leadership, decision-making, and coaching skills.
• Excellent communication and interpersonal skills.
• Ability to work under pressure, manage multiple priorities, and solve problems proactively.
• Detail-oriented, organized, and committed to data accuracy.
• Adaptable, collaborative, and proactive in driving process improvements.