Associate Manager - MIS

vCustomer Philippines, Inc.; Quezon City; On-site; PHP 520,000 - 760,000; Full time

Benefits offered by this job

Growth opportunities

Training programs

Inclusive, supportive workplace

Health coverage

Referral rewards

Job summary

Tech Mahindra Philippines is hiring an Associate Manager - MIS/Workforce to lead a Traffic Supervisors team and ensure SLA delivery for contact center sites. You will coordinate with Ops to feed WFM inputs, drive capacity planning, and deliver ad-hoc performance reports.

The role requires 6+ years of total experience, 4+ in WFM/Service Delivery, and strong analytical and communication skills. On-site, Quezon City location with night shifts and people-first culture.

Qualifications

• Minimum 4 years in WFM/Service Delivery (Contact Center)
• Total experience of 6+ years
• Graduate in the Philippines (10+2+3) or equivalent
• At least 3 years of supervisory experience
• Excellent written and verbal communication skills

Responsibilities

• Manage the team of Traffic Supervisors (Intraday Queue Management).
• Ensure SLA delivery for Contact Center sites under purview.
• Coordinate with Ops for scheduling inputs for WFM.
• Provide inputs for Capacity Planning to WFM.
• Handle ad-hoc reporting as required.
• Interact with Process Owners/HODs for service-impacting issues.
• Monitor service-impacting parameters (AHT, shrinkage, break management).
• Serve as first point of contact for Clients regarding WFM queries (Philippines site).
• Oversee performance appraisal of direct reports.
• Manage Contact Center Schedule Adherence (tracks and alerts).
• Assist in special projects and other duties.
• Analyze and propose solutions to real-time performance issues.
• Provide regular staffing and seat optimization inputs.
• Check optimum staffing levels for programs under purview.
• Set up review cycles for planning inputs and validate inputs from Ops.
• Raise alerts for over/under staffing.

Skills

Analytical skills

Written and verbal communication

Leadership

MS Excel

Education

Graduate (Philippines 10+2+3)

Tools

PowerPoint

Job description

We're Hiring: Associate Manager - MIS/Workforce

Work Where People Matter

At Tech Mahindra Philippines, we're more than just a BPO - we're a Certified Great Place to Work® where your growth and well-being come first. With thriving hubs in Cebu and Manila, we're helping people like you build meaningful careers while making a real difference for customers around the world.

Why You'll Love It Here

• Growth you can see - promotions and career paths await

• Learning that sticks - trainings to sharpen your skills

• A workplace that cares - inclusive, supportive, and people-first

• Health coverage you can count on

• Rewards when you refer friends to join the team

Your Day-to-Day

Manage the team of Traffic Supervisors (Intraday Queue Management)

He/She will be responsible for the SLA Delivery for Contact Center (sites) under purview

Coordinating with Ops Team for scheduling Inputs for WFM Team

Responsible for collating and providing Inputs for Capacity Planning to WFM Team

Responsible for ad-hoc reporting (as and when required)

Interact with Process Owners/HOD's as needed for Service Impacting Issues

Keeping check on Service Impacting Parameters (such as AHT, Break Management, Shrinkages, etc)

First Point of Contact for Clients regarding WFM Queries (Philippines Site)

Responsible of Performance Appraisal of Direct Reports

Manage the Contact Center Schedule Adherence (Tracks and Raises Alerts)

Assisting Special Projects and performing other duties as assigned

Conduct Analysis and Recommending solutions to real time performance issues

Regular Inputs on Staffing and Seat Optimization

Check Optimum Staffing Level is maintained for Programs under Purview

Setting up review cycles for Planning Inputs and validating Inputs provided by Ops Team

Close watch on the Actual Staffing and raising alerts for any Over/Under Staffing

What We're Looking For

Minimum experience of 4 years in WFM/Service Delivery Profile (Contact Center)

Total experience of more than 6 years

Candidate should be a Graduate (10+2+3) as applicable in Philippines

Should have at least 3 years of experience in the Supervisory Role

Should have an excellent communication skills (both Written and Verbal)

Should be good in MS Excel and Power Point

Should possess strong Analytical Skills

Benefits

• Growth opportunities - promotions and career paths

• Trainings to sharpen your skills

• Inclusive, supportive, and people-first workplace

• Health coverage

• Referral rewards

Work Setup

Location: Quezon City, National Capital Region, Philippines

Shift: Shifting schedule (On-site - Night shift)

About Tech Mahindra Philippines

We're a global provider of IT and business process services, helping industries like telecommunications, healthcare, retail, banking, e-commerce, travel, and logistics. In the Philippines, we're home to thousands of talented professionals who value growth, diversity, and teamwork.