Lead Assistant Manager - WFM

EXL; Cebu City; On-site; PHP 240,000 - 360,000; Full time

Job summary

EXL in Cebu City, Philippines is seeking a proactive WFM professional to manage staffing adjustments, reporting, and team leadership for Real Time Analysts. The role requires coaching and guiding the team while ensuring adherence to WFM standards and continuous process improvement.

The candidate should have a graduate degree and at least two years in the current role, with strong data-driven decision-making skills and the ability to act as a back-up to the WFM Manager.

Qualifications

• Graduate.
• Minimum of 2 yrs in the current role.

Responsibilities

• Make immediate staffing and resource allocation adjustments.
• Provide timely reports and updates on performance, adherence and staffing status to stakeholders and management.
• Supervise and coach Real Time Analysts.
• Contribute to continuous improvement of WFM processes and systems using data for decisions.
• Maintain files and tools consistent with WFM standards.
• Act as back-up to the WFM Manager.

Skills

Team Leadership

Reporting & Communication

Process Improvement

Staffing adjustments

Education

Bachelor’s degree

Job description

Job Description:

• Staffing adjustments. Make immediate adjustments to staffing and resource allocation as the need arises.
• Reporting and Communication. Provide timely reports and updates on performance, adherence and staffing status to key stakeholders, team leaders, and senior management.
• Team Leadership. Supervise and provide timely coaching to the Real time Analysts
• Process Improvement. Contribute to the continuous improvement of WFM processes and systems, using data to drive strategic decisions.
• Maintains files and tools in a way consistent with WFM standards.
• Acts as back up to the WFM Manager

Qualifications

Graduate. Minimun of 2 yrs in the current role