Assistant Manager - Workforce Management

WNS Careers - Philippines; Iloilo; On-site; PHP 600,000 - 900,000; Full time

Job summary

WNS Careers - Philippines is seeking a lead WFM Analyst in Iloilo City to drive real-time analysis and SLA management. You will lead and coach WFM analysts, coordinate with RTA specialists, and manage stakeholder reporting.

The role requires 3–5 years in WFM within a BPO/shared services, 1–2 years in leadership, strong Excel and data analysis, and onsite work in Iloilo City. Relocation and shift flexibility are expected.

Qualifications

• 3–5 years of WFM experience in a BPO or shared services environment.
• 1–2 years of leadership or senior analyst experience.
• Strong Excel and data analysis skills.
• Experience with WFM tools (Verint, IEX, Aspect) and ACD platforms (Avaya, Genesys).
• Willing to relocate to Iloilo City.
• Flexible with shifting schedule and willing to work 100% onsite.

Responsibilities

• Real-Time Analysis (RTA) and SLA management
• Leading and coaching WFM analysts and RTA specialists
• Stakeholder management and reporting

Skills

WFM experience

Leadership

Excel

Data analysis

Tools

Verint

IEX

Aspect

Avaya

Genesys

Job description

• Real-Time Analysis (RTA) and SLA management
• Leading and coaching WFM analysts and RTA specialists
• Stakeholder management and reporting

Preferred Qualifications:

• 3–5 years of WFM experience in a BPO or shared services environment
• 1–2 years of leadership or senior analyst experience
• Strong Excel and data analysis skills
• Experience with WFM tools (Verint, IEX, Aspect) and ACD platforms (Avaya, Genesys)
• Willing to relocate in Iloilo City
• Flexible with shifting schedule and willing to work 100% onsite