WFM Assistant Manager - Real-Time & Analytics Lead

EXL Service Philippines, Inc.; Pasay; On-site; PHP 900,000 - 1,400,000; Full time

Job summary

EXL Service Philippines, Inc. is seeking a WFM Assistant Manager to lead day-to-day Workforce Management operations, including Real-Time Management, Forecasting, Scheduling, and Reporting.

You will supervise a team of Real-Time Analysts and WFM Specialists to deliver accurate forecasts, effective schedules, and proactive intraday management. The role requires strong leadership, deep knowledge of WFM tools (NICE, Verint, IEX, Genesys, Avaya CMS, Five9), advanced Excel, and collaboration with

Qualifications

• 2–3 years of experience in Workforce Management within call center/BPO/operations.
• Experience in real-time management, forecasting, scheduling and reporting.
• Proven ability to lead teams and collaborate with cross-functional stakeholders.

Responsibilities

• Lead Real-Time Analysts and WFM Specialists to ensure intraday coverage.
• Monitor queues, adherence, and service levels across lines of business.
• Generate performance reports and present insights to stakeholders.
• Collaborate with Operations, HR, and Client Services to align workforce plans.
• Develop SOPs and support WFM tool implementation and dashboards.

Skills

Leadership

WFM

RTM

Forecasting

Scheduling

Reporting

Data Analysis

Team Leadership

Education

Bachelor's degree in Business Administration / Statistics / Mathematics / Operations Management

Certifications (NICE, Verint, IEX, Genesys, Avaya CMS, Five9) a plus

Tools

NICE

Verint

IEX

Genesys

Avaya CMS

Five9

Excel

Power BI

Job description

EXL Service Philippines, Inc. is seeking a WFM Assistant Manager to lead day-to-day Workforce Management operations, including Real-Time Management, Forecasting, Scheduling, and Reporting.

You will supervise a team of Real-Time Analysts and WFM Specialists to deliver accurate forecasts, effective schedules, and proactive intraday management. The role requires strong leadership, deep knowledge of WFM tools (NICE, Verint, IEX, Genesys, Avaya CMS, Five9), advanced Excel, and collaboration with