Assistant WFM Manager - Scheduling & Real-Time Ops

ibex; Metro Manila; Vor Ort; PHP 480.000 - 900.000; Vollzeit

Zusammenfassung

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.

Qualifikationen

• 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.

Aufgaben

• 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

Kenntnisse

Effective communication

People management

Analytical skills

Training schedulers

Client engagement

Multitask

Ausbildung

Bachelor’s Degree (any field) or equivalent

Tools

Verint

IEX

eWFM

Jobbeschreibung

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.