WFM Assistant Manager: Real-Time & Forecasting Lead

EXL Service Philippines, Inc.

Muntinlupa

On-site

PHP 720,000 - 900,000

Full time

3 days ago

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Job summary

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

You will supervise Real Time Analysts and WFM Specialists to deliver accurate forecasts, schedules, and proactive intraday management, collaborating with Operations and HR to align workforce plans with business objectives.

Qualifications

Bachelor’s degree in business/related field required.
2–3 years in Workforce Management.
Experience in real-time management, forecasting, scheduling and reporting in contact center/BPO.

Responsibilities

Lead Real Time Analysts and WFM Specialists; coach and mentor for accurate intraday management.
Monitor queues, adherence, and service levels; perform intraday adjustments to maintain SLAs.
Review daily performance reports and generate insights for stakeholders; collaborate with Forecasting and Scheduling teams.
Act as liaison between WFM and Operations for real-time updates and escalations.
Develop and maintain SOPs; support implementation and testing of WFM tools and dashboards.