Assistant Manager - Workforce Management (Cebu) | Onsite

Tasq Staffing Solutions, Inc.; Cebu City; On-site; PHP 420,000 - 720,000; Full time

Job summary

Tasq Staffing Solutions, Inc. in Cebu City is seeking an experienced Workforce Management Leader to develop and optimize capacity plans, schedules, and real-time adherence across multiple accounts.

You will lead a team of WFMs, ensuring SLAs are met, while balancing cost efficiency and service quality in an onsite setup. Strong communication with clients and internal teams is essential.

Qualifications

• Minimum 2 years of BPO WFM leadership experience.
• Finished at least 2 years in college without back subjects.
• Onsite work setup in Cebu.

Responsibilities

• Develops, updates, and optimizes the Capacity Plan to meet staffing, seating, and logistical needs.
• Creates and reviews schedules to align with business objectives and customer service.
• Leads and mentors a motivated WFM team to ensure SLAs are met across accounts.
• Enhances client satisfaction by managing staffing, scheduling, and real-time adherence.
• Adheres to Quality Information Security Management System principles.
• Acts as the primary contact for all WFM inquiries and resolves issues promptly.

Skills

WFM Leadership

Capacity Planning

Staff Scheduling

SLA Management

Team Mentoring

Education

Two years college education

Job description

Work Setup: Onsite (Cebu)

Function: Work Force Management (WFM)

Required Educational Attainment:

• Finished at least 2 years in college without any back subjects

Required Experience:

• Minimum 2 years of BPO Team Lead or Assistant Manager experience under the Workforce Management function.

Responsibilities:

• Develops, updates, and optimizes the Capacity Plan to effectively meet staffing, seating, and logistical needs while balancing cost-efficiency and performance excellence.
• Creates and reviews schedules meticulously to align with business objectives, driving exceptional customer service experiences.
• Leads and mentors a motivated and autonomous team of WFMs, ensuring all service level agreements (SLAs) are consistently achieved across accounts.
• Enhances client satisfaction by proactively managing service levels, providing expert staffing, scheduling, and real-time adherence solutions.
• Safeguards the organization's assets by rigorously adhering to the Quality Information Security Management System principles.
• Acts as the primary point of contact for all Workforce Management (WFM) related inquiries and concerns, ensuring smooth communication and resolution.