Assistant Manager-WFM

Hammerjack Pty Ltd; Philippines; On-site; PHP 1,200,000 - 1,800,000; Full time

Job summary

Hammerjack Pty Ltd is seeking a Workforce Management leader to oversee forecasting, capacity planning, staffing, scheduling, and intraday management. You will partner with Operations to ensure optimal resource use and service levels.

You will monitor WFM metrics, provide actionable insights to senior management, and lead projects to improve processes and automation across the function.

Qualifications

• Experience leading forecasting, capacity planning, staffing, and scheduling in WFM.
• Ability to monitor WFM metrics and provide actionable insights.
• Experience driving WFM projects and process improvements.

Responsibilities

• Lead and oversee forecasting, capacity planning, staffing, scheduling, intraday management and adherence activities.
• Ensure optimal allocation of resources based on forecasts and SLAs.
• Monitor key WFM metrics and provide insights to Operations and senior management.
• Identify staffing risks and drive corrective actions to maintain performance.
• Ensure timely WFM reports, dashboards, and business analyses.
• Lead WFM projects, automation, and technology initiatives while aligning stakeholders.

Skills

Forecasting

Capacity planning

Staffing

Scheduling

Intraday management

Performance analytics

Job description

Job Purpose

Provide leadership and oversight of Workforce Management activities to ensure optimal staffing, productivity, service levels, and workforce efficiency. The role partners with Operations and other stakeholders to deliver data-driven workforce strategies and continuously improve WFM processes and performance.

Workforce Management & Operations

• Lead and oversee forecasting, capacity planning, staffing, scheduling, intraday management, and adherence activities.
• Ensure optimal allocation and utilization of resources based on business requirements, forecasts, and service-level objectives.
• Monitor key WFM metrics and provide actionable insights and recommendations to Operations and senior management.
• Identify staffing risks, capacity gaps, and performance trends and drive appropriate corrective actions.
• Ensure timely and accurate WFM reports, dashboards, and business analysis.
• Support and lead WFM projects, process improvements, automation, and technology initiatives.
• Ensure effective communication and alignment between WFM, Operations, and other key stakeholders.

People Management

• Lead, coach, and develop WFM team members while ensuring clear accountability for performance and deliverables.
• Manage WFM resources, manpower planning, succession planning, and attrition.
• Conduct performance management and identify learning and development opportunities.
• Foster a culture of accountability, collaboration, and continuous improvement.

Stakeholder Management

• Act as a strategic WFM partner to Operations and business leaders.
• Present workforce performance, trends, risks, and recommendations to stakeholders.
• Ensure WFM strategies and initiatives are aligned with business objectives.