Assistant Manager Workforce - Planning

ibex; Metro Manila; On-site; PHP 480,000 - 900,000; Full time

Job summary

ibex in Metro Manila is seeking an Assistant WFM Manager to lead a team of planners or a mix of planners and real‑time analysts across multiple sites. You will ensure the integrity of WFM processes, balance staffing with client needs, and collaborate with stakeholders to align staff plans and drive utilization.

The role requires a Bachelor’s Degree, strong arithmetic and analytical skills, and the ability to train schedulers.

Qualifications

• Bachelor’s Degree (any field) or equivalent work experience.
• Strong communication and hands-on management style.
• Ability to collaborate and support Operations through proactive communication.
• Must demonstrate sound arithmetic, analytical and problem solving skills.
• Ability to train and do knowledge transfer to schedulers and planners.
• Ability to effectively engage with client and Operations on a daily basis.

Responsibilities

• Ensure integrity and consistency of WFM processes/procedures.
• Balance staffing with operational efficiencies and financial goals.
• Maintain confidentiality on information, objectives, and practices of the company and its clients
• Drive efficiency and profitability thru effective output of the planning team, linking assumptions like hiring, seat utilization, shrinkage, aht, occupancy etc
• Coordinate with the client regarding forecasts, staff plans and staffing reports
• Set up weekly touch bases with stakeholders to discuss staff plans and performance
• Manage a team of planners or a combination of planners and real time analysts

Skills

Effective communication

People management

Analytical skills

Training schedulers

Client engagement

Multitask

Education

Bachelor’s Degree (any field) or equivalent

Tools

Verint

IEX

eWFM

Job description

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 clients
• Proactively drives efficiency and profitability thru effective output of the planning team, linking assumptions like hiring, seat utilization, shrinkage, aht, occupancy etc
• Responsible for coordinating with the client with regard to forecasts, staff plans and any staffing reports of the client
• Responsible for ensuring weekly touch base/ meetings are set up with stakeholders to discuss staff plans, assumptions and performance which would impact meeting targets and goals
• Manage a team of planners or a combination of planners and real time analysts

Qualifications

• Bachelor’s Degree (any field) or equivalent work experience
• Effective 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 planners
• Ability 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