Associate Manager, Workforce & WFM Ops (Night Shift)

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

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.