Assistant Manager - Workforce Management

WNS Careers - Philippines; Iloilo; Presencial; PHP 420.000 - 650.000; Jornada completa

Descripción de la vacante

WNS Careers - Philippines is seeking an experienced Workforce Management (WFM) Lead in Iloilo City to drive forecasting, capacity planning, and scheduling in a fast-paced BPO environment.

The role focuses on Real-Time Analysis, SLA management, and coaching WFM analysts while reporting to stakeholders. It requires 3–5 years WFM experience and 1–2 years leadership, with strong Excel and data analysis skills, and willingness to work onsite.

Formación

• Bachelor’s degree required.
• 3–5 years of WFM experience in BPO/shared services.
• 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.
• 100% onsite with flexible shifts.

Responsabilidades

• Forecasting and capacity planning.
• Scheduling and adherence management.
• Real-Time Analysis (RTA) and SLA management.
• Lead and coach WFM analysts and RTA specialists.
• Stakeholder management and reporting.

Conocimientos

Forecasting & capacity planning

Leadership experience

Excel & data analysis

Educación

Bachelor’s degree

Herramientas

Verint

IEX

Aspect

Avaya

Genesys

Descripción del empleo

Key Responsibilities:

• Forecasting and capacity planning
• Scheduling and adherence management
• Real-Time Analysis (RTA) and SLA management
• Leading and coaching WFM analysts and RTA specialists
• Stakeholder management and reporting

Preferred Qualifications:

• Bachelor’s degree
• 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