Hiring an Assistant Manager – Workforce Management for a leading global business process outsourcing company.
Company description:
Our client is a tenured mid-tier global major, offering specialized IT Services, Digital Solutions, and Business Process Services. They help their clients – across domains and industries – derive sustainable competitive advantage at scale, through their high-end Data & Analytics & AI/ML, and automation-driven digital solutions and platforms, across the client’s business value chain.
* Reporting Manager: VP
* Location: Bay City, Pasay
Role & responsibilities:
* Manage staffing models, scheduling, and capacity planning, adjusting based on operational needs.
* Maintain staff plans and recommend new hire classes based on future needs.
* Collaborate with schedulers and manage employee data in systems like Genesys Cloud, NICE IEX, and Verint.
* Communicate with stakeholders to align on staffing requirements and business changes.
* Analyze data to incorporate into capacity planning and balance staffing with operational and financial goals.
* Maintain WFM files and tools; act as backup to the WFM Manager.
Candidate requirements:
* Experience in staffing models, scheduling, and capacity planning.
* Proficiency with Genesys Cloud, NICE IEX, and/or Verint.
* Strong data analysis and communication skills.
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