Assistant Workforce Manager

Transcom Worldwide (Philippines), Inc.; Pasig; On-site; PHP 600,000 - 900,000; Full time

Benefits offered by this job

Day 1 HMO

Meal & Transportation Allowance

Rice Subsidy

Clothing Allowance

24/7 Teleconsult

Free Psychologist Consultation

In-house & Online Pharmacy

Scholarship Program

Retirement Fund

Free Shuttle Service

Job summary

Transcom Worldwide (Philippines), Inc. is seeking an Assistant Workforce Manager (Real Time Management) at the Pasig site. The role focuses on real-time staffing, scheduling, capacity planning, and performance analytics to meet service levels and efficiency goals.

The position requires strong analytical skills, leadership, and experience in WFM practices. You will drive reporting, optimize staffing, and collaborate with Operations, IT, Training, Recruitment, and other teams.

Qualifications

• Strong knowledge of real-time management workforce, scheduling, and workload forecasting.
• Proven capacity planning experience in contact centers or service environments.
• Excellent verbal/written communication and leadership abilities.

Responsibilities

• Act as the point of contact for Real-time Management and Scheduling.
• Train and develop RTAs, align with WFM processes and standards.
• Ensure right staffing, efficient scheduling, and service level attainment.
• Make recruitment recommendations and identify capacity optimization opportunities.
• Monitor headcount and plan changes to optimize resource delivery.
• Record business, resource, and seasonal changes for proactive planning.
• Provide trends and analysis on LOB performance.
• Maintain seat capacity and campaign allocations across sites.
• Review shift patterns to meet business requirements.
• Deliver accurate reports on KPIs and shift efficiency.

Skills

Capacity planning

Analytical skills

Forecasting techniques

Data analysis

Communication skills

Leadership

Problem-solving

Job description

Transcom is looking for talented individuals like you to join our awesome team! Be the next Assistant Workforce Manager (Real Time Management) for our Transcom Pasig site.

Join our Transcom Family as an Assistant Workforce Manager (Real Time Management)!

The Workforce Assistant Manager possesses a strong knowledge of real time management workforce, scheduling employees, workload forecasting, staff planning and real time/reporting/analytics. This leader is responsible for the attainment of all service level and efficiency goals, building relationships with internal client/s and cross-functional business teams not limited to internal Workforce Management, Operations, Training, Recruitment and IT; providing clear reporting and communication to a diverse team.

Key Responsibilities:

• Act as point of contact for Real-time Management and Scheduling.
• Conducts training and development of RTAs and making sure they are aligned with WFM processes and standards.
• Ensure programs are right staffed, efficiently scheduled and service levels are met while maintaining profitability
• Make recruitment recommendations and identify opportunities and benefits offered through skills based routing, demonstrating the benefit of proposed changes through testing scenarios, capacity and sensitivity analysis
• Responsible for monitoring recruitment and actual headcount to make advanced plans for required changes to optimize delivery of resource and skills, identifying when new groups and team managers are required
• Aware of and record business, resource and seasonal changes, making appropriate resource plans for expected changes in profile and workloads, reporting on expected and experienced results.
• Monitors all LOB's performance and provide trends and analysis
• Maintains the seat capacity requirement and campaign seat allocations for all handled sites
• Constantly monitor and review effective shift patterns to match business requirements
• Maintains processes that ensure customer disclosure of issues that directly impact services.
• Deliver effective and accurate reports detailing key performance indicators and commentary relating to workforce and shift performance, identifying the proposed and actual shift efficiency factors and clearly stating all assumptions applied

What we are looking for:

To be successful in this role you must…

• Proven experience in capacity planning, preferably in a contact center or service-oriented environment.
• Strong analytical and quantitative skills, with expertise in statistical modeling, forecasting techniques, and data analysis.
• Proficient in using capacity planning tools, workforce management software, and advanced spreadsheet applications.
• Excellent communication skills, with the ability to present complex data in a clear and concise manner.
• Strong problem-solving abilities and attention to detail.
• Demonstrated leadership skills, with the ability to motivate and develop a team.
• Ability to work under pressure, manage competing priorities, and meet tight deadlines.
• Knowledge of industry best practices in capacity planning and workforce management

What's in it for YOU!

Driven by our "Malasakit" culture, we make certain that our team members are well-cared for. Hence we are proving these employee benefits, which you'll be able to utilize once you join our team!

• Day 1 HMO
• Meal & Transportation Allowance
• Rice Subsidy
• Clothing Allowance
• 24/7 Teleconsult
• Free Psychologist Consultation
• In-house & Online Pharmacy
• Scholarship Program
• Retirement Fund
• Free Meal & Medicine (through Transcom's Tap Card Rewards)
• Loyalty Incentives
• Accidental & Life Insurance
• Free Shuttle Service

What Life at Transcom is like!

At Transcom, we’re relentlessly committed to our clients and each other. Every day, someone starts their journey with Transcom. Taking the potential they have today, and turning it into skills for the future. Getting recognized for working hard, being a team player, and supporting others. Championing positive, lasting change in their teams and communities. That’s just how we are at Transcom. Here we care, and root for each other. You're included, just as you are, from day one. And with the right mindset, there’s no end to how far we can go together.

We are highly driven by our "Malasakit" culture. Transcom, in its very core, is all about an inclusive team that is focused on people. It all comes down to setting the bar for dignity, equality, and respect. It means that each one takes part in proactively shaping, cultivating, and building the company we want to work and live in. This is why genuine concern is so vital to us.