Assistant Manager - Workforce Management (Cebu) | Onsite

TASQ; Cebu City; On-site; PHP 420,000 - 660,000; Full time

Job summary

TASQ Cebu is seeking an experienced Workforce Management professional for an onsite role. You will develop capacity plans, craft and review schedules, and lead a WFM team to meet SLAs across multiple accounts.

The position emphasizes proactive client satisfaction through optimal staffing, real-time adherence, and strong adherence to information security principles.

Qualifications

• Minimum 2 years of BPO WFM Team Lead or Assistant Manager experience.
• 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-efficiency and performance.
• 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 SLAs are consistently achieved across accounts.
• Enhances client satisfaction by proactively managing service levels, 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, ensuring smooth communication and resolution.

Skills

WFM

Team Leadership

Scheduling

Capacity Planning

Education

Two years of college

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.