Workforce Management Assistant Manager

Atain; Muntinlupa; On-site; PHP 600,000 - 1,200,000; Full time

Job summary

Atain is seeking a Workforce Manager in the Philippines to lead capacity planning, scheduling, and forecasting across the WFM lifecycle. The role requires coordinating with operations and multiple departments to meet KPIs and deliver precise MIS reporting.

Candidates should be seasoned in WFM with strong Excel skills and the ability to interact with senior leadership. The position operates in a 24x7 environment with rotational shifts.

Qualifications

• At least 2–3 years as Assistant Manager in Workforce or 3–4 years as Supervisor in Workforce.
• Strong forecasting experience and proficient use of NICE IEX.
• Deep knowledge of end-to-end WFM cycle (Planning, Scheduling, Forecasting, Reporting).
• Good communication skills with Sr. leadership and customers.
• Hands-on with creating reports in Excel; capable of coaching the team.

Responsibilities

• Manage capacity planning, scheduling, forecasting, real time management and reporting.
• Coordinate with operations and various departments on a regular basis.
• Daily monitor KPIs to ensure targets are met.
• Handle ad-hoc requirements from Ops and other functions.
• Discuss daily/weekly performance with stakeholders.
• Own MIS delivery for the account in WFM planning, scheduling, forecasting, real time management and reporting.
• Ensure accurate and timely reporting.
• Prepare and maintain capacity and forecast models for readiness.

Skills

Forecasting

WFM

Capacity planning

Scheduling

Reporting

Excel

Communication

Decision making

Tools

NICE IEX

IEX

Job description

• Responsible to manage capacity Planning, Scheduling, Forecasting, Real Time Management, and Reporting
• To coordinate with operations and various departments on a regular basis
• Daily Monitor all required KPIs effectively to ensure they meet their targets
• Manage ad-hoc requirements from Ops & any other functions
• Discuss daily / weekly performance with stakeholders
• Should be able to handle & achieve the departmental requirements
• Experience in any WFM tools IEX, Avaya, Variant, Blue Pumpkin
• Own the MIS delivery for the account with respect to all aspects of WFM Planning, Scheduling, Forecasting, Real Time Management, Reporting
• Capacity planning, Forecasting and Scheduling & Accurate and Timely reporting
• Accurate and Timely reporting

Required Candidate profile

• Atleast 2-3 years experience as an Asst. Manager in Workforce or 3-4 years experience as a Supervisor or Team Leader in Workforce
• Strong experience in Forecasting and using NICE IEX
• In-depth knowledge when it comes to end-to-end cycle in Workforce
• Should have knowledge of WFM - Planning, Scheduling, Forecasting, And Reporting
• Good communication skills (Role requires interaction with Sr. Leadership and customers)
• Should have good excel skills and be able to up skill the team on excel skill sets if required, be hands on with creating reports
• Knowledge of IEX preferable
• Should have exposure to standard WFM tools
• Should be sound in his knowledge of IEX
• Should be able to think on the feet to make decisions related to steps which would impact business
• Candidate should be ready to work in a 24*7 and rotational shift environment
• Designated as Manager (or) equal to it
• Should be from a BPO Background WFM vertical

It is our policy to provide equal employment opportunities to all individuals based on job-related qualifications and ability to perform a job, without regard to age, gender, gender identity, sexual orientation, race, color, religion, creed, national origin, disability, genetic information, veteran status, citizenship or marital status, and to maintain a non-discriminatory environment free from intimidation, harassment or bias based upon these grounds.