WFM Assistant Manager: Real-Time & Forecasting

EXL Service Philippines, Inc.

Muntinlupa

On-site

PHP 900,000 - 1,500,000

Full time

3 days ago

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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, ensuring staffing, adherence, and service levels across supported business lines.

The WFM Assistant Manager will supervise a team of Real-Time Analysts and WFM Specialists, delivering accurate forecasts, proactive intraday management, and performance reports to identify trends and opportunities.

Qualifications

Bachelor’s degree in Business Administration, Statistics, Mathematics, Operations Management, or related field.
Relevant certifications (WFM, Lean Six Sigma, or Project Management) are a plus.
2–3 years of experience in Workforce Management, preferably in call center, BPO, or service operations.

Responsibilities

Supervise Real-Time Analysts to ensure accurate intraday management.
Monitor RTA performance and productivity; provide feedback and coaching.
Oversee scheduling and attendance to ensure coverage across lines of business.
Analyze queues, adherence, and service levels; implement intraday adjustments to maintain SLAs.
Generate and present performance reports; identify trends, risks, and opportunities.
Collaborate with Operations, HR, Client, and Client Services to align workforce plans with business objectives.