Lead Assistant Manager - WFM

EXL Service; Cebu City; On-site; PHP 300,000 - 540,000; Full time

Job summary

ExlService Holdings, Inc. in Cebu City is seeking a WFM real-time analyst to lead staffing adjustments, monitor performance, and report to senior management.

You will supervise Real Time Analysts, provide coaching, and contribute to process improvements using data-driven insights while maintaining WFM documents and tools.

Responsibilities

• Staffing adjustments to meet demand and ensure optimal coverage.
• Provide timely performance, adherence and staffing status reports to stakeholders, team leaders, and senior management.
• Supervise Real Time Analysts and provide coaching to ensure performance standards.
• Contribute to continuous improvement of WFM processes and systems using data-driven insights.
• Maintain files and tools in a way consistent with WFM standards.
• Act as back-up to the WFM Manager.

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