Assistant Manager - Workforce Management (Cebu) | Onsite

Tasq Work; Cebu City; On-site; PHP 893,000 - 1,228,000; Full time

Job summary

Tasq Work in Cebu is seeking an experienced Workforce Management professional to lead a team of WFMs onsite. The role emphasizes capacity planning, scheduling accuracy, and adherence to SLAs across accounts. You will mentor a capable team and collaborate with clients to optimize staffing and service levels.

The position requires at least 2 years in BPO WFM leadership and a foundation of college education, with a strong focus on data-driven decisions and process rigor.

Qualifications

• Minimum 2 years of BPO Team Lead or Assistant Manager experience in Workforce Management.
• Finished at least 2 years in college without any back subjects.

Responsibilities

• Develops, updates, and optimizes the Capacity Plan to meet staffing, seating, and logistical needs while balancing cost and performance.
• Creates and reviews schedules carefully to align with business objectives and drive customer service excellence.
• Leads and mentors a motivated team of WFMs, ensuring SLAs are consistently achieved across accounts.
• Enhances client satisfaction by managing service levels and providing staffing, scheduling, and real-time adherence solutions.
• Safeguards assets by adhering to Quality Information Security Management System principles.
• Acts as the primary point of contact for all WFM inquiries and concerns.

Skills

Leadership

Team management

WFM knowledge

Communication

Education

Two years of college completed

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.