WFM Assistant Manager: Lead Scheduling & Analytics

Everise; Philippines; On-site; PHP 550,000 - 850,000; Full time

Job summary

Everise is hiring for a Workforce Management - Assistant Manager in the Philippines. This role leads Traffic and Scheduling Analysts, partners with site operations to optimize staffing, and ensures service levels through real-time monitoring and proactive adjustments.

You will develop contingency staffing plans, generate timely operational reports, and drive efficiency with cross-functional collaboration across programs and sites.

Qualifications

• Bachelor’s degree in Business Management, Finance, or related field preferred.
• Minimum of 3 years’ experience in Workforce Operations in a Customer Care and/or BPO operation, with client and senior management interaction.
• Experience with workforce management technologies (Verint, IEX, Aspect) and Avaya/ACD systems.
• Strong analytical, problem-solving, and communication skills.
• Proficient with Microsoft Office applications including Word & Excel.

Responsibilities

• Manages a team of Traffic Analysts and Scheduling Analysts across programs and sites.
• Work with WFM Manager to build staffing strategies considering all variables affecting staffing and call volume projections.
• Monitor call patterns and adjust in real time to ensure productivity and efficiency.
• Create scheduling matrices to meet service level and adherence goals using projections/history.
• Develop contingency plans to keep staffing stable during emergencies.
• Prepare and disseminate timely reports to operations management and clients.
• Monitor associates' call behaviors, efficiency, and availability; report deficiencies in real time.

Skills

Analytical skills

MS Office (Word/Excel)

Problem solving

Teamwork

Communication

Education

Bachelor’s degree in Business/Finance

High school diploma or equivalent; 2 years of college

Tools

Verint

IEX

Aspect

Avaya/ACD

Job description

Everise is hiring for a Workforce Management - Assistant Manager in the Philippines. This role leads Traffic and Scheduling Analysts, partners with site operations to optimize staffing, and ensures service levels through real-time monitoring and proactive adjustments.

You will develop contingency staffing plans, generate timely operational reports, and drive efficiency with cross-functional collaboration across programs and sites.