Workforce Management Manager | Assistant Manager

iOPEX Tech; Taguig; Presencial; PHP 420.000 - 640.000; Tempo integral

Resumo da vaga

iOPEX Tech in Taguig, Philippines is seeking a Workforce Assistant Manager to lead a team of Workforce Lead and Analysts. You will roll out weekly schedules and ensure capacity targets are met, while forecasting resources and planning seat capacity.

You will conduct formal performance reviews, create development plans, manage promotions and disciplinary actions, and build dashboards and reports to drive insights for programs.

Qualificações

• 2–3 years of experience as a Workforce Assistant Manager or Supervisor.
• Experience leading a team of leads and workforce analysts.
• Ability to handle escalated complaints and diffuse conflicts.
• Ability to learn new concepts quickly and stay current with tools supporting the team.
• Comfortable operating in a fast-paced environment and multi-tasking.
• Willingness to adapt to change within account and management.
• Strong leadership with approachable, patient coaching.
• Ability to contribute to employee lifecycle decisions with management.

Responsabilidades

• Manage performance of a team comprised of a Workforce Lead and Workforce Analysts
• Roll out agent schedules that meet required and committed capacity for programs assigned on a weekly basis
• Forecast resource requirements and create a seat capacity planning
• Conduct formal employee performance reviews, establish development plans, initiate promotions, pay adjustments, disciplinary actions, and terminations
• Create and maintain meaningful dashboards and reports

Conhecimentos

Leadership

Team leadership

Multitasking

Adaptability

Conflict resolution

Change management

People skills

Employee lifecycle

Descrição da vaga

Showcase your talents. Create your success story with us!

We are looking for an awesome and talented Workforce Management professionals for our growing awesome WFM team!

Responsibilities

• Manage performance of a team comprised of a Workforce Lead and Workforce Analysts
• Roll out agent schedules that meet required and committed capacity for programs assigned on a weekly basis
• Forecast resource requirements and create a seat capacity planning
• Conduct formal employee performance reviews, establish development plans, initiate promotions, pay adjustments, disciplinary actions, and terminations
• Create and maintain meaningful dashboards and reports

Requirements

• Must have at least 2-3 years of experience as a Workforce Assistant Manager/Supervisor
• Must have experience in handling a team of leads and workforce analysts
• Ability to properly handle escalated complaints and diffuse conflict
• Ability to learn new concepts and quickly, and remain current with the technology and tools that support the requirements of the team
• Ability to operate within a challenging and fast-paced environment
• Ability to multi task, shift focus between the queue and follow-up to ensure all calls are answered within an appropriate time frame
• Able to embrace change within the account, team and management
• Determined leader and can motivate the team to perform
• Approachable and exudes patience when asked for guidance
• Contribute to employee life cycle decisions by communicating with Manager regarding status of employee’s performance or any issues that could result in performance plans or disciplinary action

Other info

• Application Process: 1 Day hiring (Onsite Process depending on the availability of the hiring managers)
• Work set up: Onsite
• Schedule: Shifting
• Salary Range: Your current and expected salary as well as your interview with the hiring managers will be considered for the offer