Assistant Manager Workforce - Planning

Ibex Limited; Manila; On-site; PHP 700,000 - 1,000,000; Full time

Job summary

Ibex Limited in Manila is seeking an Assistant WFM Manager to lead planners and real-time analysts, ensuring accurate staff plans across sites and LOBs.

You will work with stakeholders to align objectives and drive productivity, balancing staffing with financial goals, while developing the team through coaching and training.

Qualifications

• Bachelor's degree or equivalent work experience.
• Effective communication and hands-on management style.
• Ability to collaborate with Operations through proactive communication.
• Must demonstrate arithmetic, analytical and problem-solving skills.
• Ability to train schedulers and planners.
• Ability to engage with client and Operations daily.
• Experience in Scheduling, Real Time Management and Supervisory role (5–10 years).
• Verint, IEX and eWFM exposure desirable.

Responsibilities

• Maintain integrity and consistency of WFM processes/procedures.
• Balance staffing requirements with operational efficiencies and financial goals.
• Maintain confidentiality on information, objectives, and practices of the company and its clients.
• Drives efficiency and profitability through effective output of the planning team.
• Coordinate with the client regarding forecasts, staff plans and staffing reports.
• Set up weekly touch-base/meetings with stakeholders to discuss staff plans and performance.
• Manage a team of planners or a combination of planners and real time analysts.

Skills

Staff management

Communication

Analytical thinking

Problem solving

Stakeholder management

Training

Education

Bachelor's Degree (any field)

Equivalent work experience

Tools

Verint

IEX

eWFM

Job description

Overview

The Assistant WFM Manager is a junior manager who manages either planners or both planners and real time analysts. This person is responsible for managing and auditing staff plans across multiple sites and LOBs and support connectivity across and account or multiple accounts. The assistant manager will also be working hand in hand with the different stakeholders of the business to ensure alignment and smooth execution of the staff plans of the planners in the team. Driving utilization and productivity improvement thru constant touch base with the same stakeholders is critical.

Responsibilities

Responsible for ensuring integrity and consistency of set WFM processes/procedures.Responsible for ensuring Service Delivery to the client, balancing staffing requirements with operational efficiencies and financial goals.Maintain confidentiality on information, objectives, and practices of the company and its clientsProactively drives efficiency and profitability thru effective output of the planning team, linking assumptions like hiring, seat utilization, shrinkage, aht, occupancy etcResponsible for coordinating with the client with regard to forecasts, staff plans and any staffing reports of the clientResponsible for ensuring weekly touch base/ meetings are set up with stakeholders to discuss staff plans, assumptions and performance which would impact meeting targets and goalsManage a team of planners or a combination of planners and real time analysts

Qualifications

Bachelor's Degree (any field) or equivalent work experienceEffective communication skills and hands-on management style.Ability to collaborate and support Operations through direct and proactive communication.Must demonstrate sound arithmetic, analytical and problem solving skills.Ability to train and do knowledge transfer to schedulers and plannersAbility to effectively engage with client and Operations on a daily basis.Ability to work with minimal supervision and support Operational requirements and objectives.Ability to adapt to workload and multitask with attention to detail in a dynamic environment.Positive attitude and approach to challenges, should respond positively to constructive criticism.Must have a combined 5 to 10 years hands on experience in Scheduling, Real Time Management and Supervisory role.Verint, IEX and eWFM exposure is desirable