Real-Time WFM Lead: Capacity Planning & Scheduling

Transcom Worldwide (Philippines), Inc.

Pasig

On-site

PHP 600,000 - 900,000

Full time

7 days ago

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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.