Workforce Management - Assistant Manager

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

Workforce Management - Assistant Manager

Company : Everise Job Type : Full Time Philippines

Job Description - Workforce Management - Assistant Manager

Company Overview

Join us on our mission to elevate customer experiences for people around the world. As a member of the Everise family, you will be part of a global experience company that believes in being people-first, celebrating diversity and incubating innovation. Our dedication to our purpose and people is being recognized by our employees and the industry. Our 4.6/5 rating on Glassdoor and our shiny, growing wall of Best Place to Work awards is a testament to our investment in our culture. Through the power of diversity, we celebrate all cultures for their uniqueness and strengths. With 13 centers around the world and a robust work at home program, we believe great things happen when we work with people who think differently from us. Find a job you’ll love today!

Principle Accountabilities:

• Manages a team of Traffic Analysts and Scheduling Analysts, across all programs and potentially across multiple sites
• Work directly with the Manager of WFM and site operations team to build staffing strategies that take into account all possible variables that may affect staffing and call volume projections
• Monitor and analyze call patterns, intra- and inter-day activity and make adjustments as needed in real time to ensure optimal productivity and efficiency
• Work with Manager of WFM to create scheduling matrices that ensure achievement of service level, schedule adherence and other financially impacting goals, using projections and/or historical information
• Work with Manager of WFM to create proper contingency plans to ensure that staffing remains as constant as possible in the event of an emergency
• Prepare and disseminate timely and accurate reports to operations management and clients
• Proactively monitor associate calling behaviors, efficiency, and availability and report deficiencies to operations team in real-time

Qualifications:

• Bachelor’s degree in Business Management, Finance, or a related field preferred
• High school diploma or equivalent; 2 years of college preferred.
• Minimum of 3 years’ experience working in Workforce Operations in a Customer Care and/or BPO operation, with client and senior management interaction.
• One year prior experience working with workforce management technologies ideally either Verint, IEX, Aspect, etc.One year prior experience with Avaya or other ACD phone system required
• Strong analytical skills and ability to apply those real-time.
• Proficiency in Microsoft Office Applications including Word & Excel and other relevant software.
• Excellent problem solving and decision making skills.
• Ability to operate effectively in a team environment.
• Excellent oral and written communication skills and interpersonal skills.
• Dependability regarding completion of assignments and attendance.
• Dependability regarding completion of assignments and attendance.

If you’ve got the skills to succeed and the motivation to make it happen, we look forward to hearing from you.